Quality Analyst

The Quality Analyst (QA) is responsible for monitoring, evaluating, and improving customer interactions to ensure compliance with company policies, business requirements, and industry standards. This role provides actionable insights and feedback to drive agent performance, enhance customer satisfaction, and maintain high service delivery standards in a fast-paced environment.

We are looking for a Quality Analyst to join our Customer Service team, with a focus on ensuring excellent service delivery and improving how we measure and drive quality. This role combines traditional QA responsibilities (monitoring, evaluating, calibrating, and coaching on customer interactions) with opportunities to explore automation and AI tools that can streamline quality processes and deliver deeper insights.

The ideal candidate is detail-oriented, curious, and eager to stay ahead of the latest developments in quality assurance, AI, and customer experience measurement.

Key Responsibilities

Conduct regular evaluations of customer interactions (voice, chat, email) to ensure compliance with quality standards and a positive customer experience.

Provide constructive feedback and coaching to agents, supporting continuous improvement.

Support calibration sessions with QA peers, team leaders, and managers to maintain consistency.

Explore, recommend, and implement automation and AI-driven approaches to QA, such as speech/text analytics, auto-scoring, and predictive insights.

Design and refine scorecards, evaluation frameworks, and reporting to keep quality measurement relevant and effective.

Identify trends and insights from QA data to inform training, process improvement, and customer experience initiatives.

Stay current with emerging QA and AI tools and proactively bring new ideas into the team.

Evaluation & Reporting

Prepare detailed quality evaluation reports and scorecards for agents.

Track and analyze quality metrics (CSAT, QA scores, FCR, compliance errors, etc.).

Provide regular insights and recommendations to Operations and Training teams.

Feedback & Coaching Support

Conduct calibration sessions with trainers, team leaders, and clients to maintain consistency in quality standards.

Provide constructive feedback and coaching support to agents to improve performance.

Partner with supervisors and trainers in creating action plans for performance improvement.

Process Improvement

Identify trends and recurring issues from monitored interactions.

Recommend process improvements, policy updates, and training interventions.

Collaborate with stakeholders to ensure corrective actions are implemented.

Compliance & Risk Management

Ensure all agent interactions meet compliance and regulatory standards (e.g., data privacy, security).

Escalate critical issues that pose a risk to customer experience or client satisfaction.

Qualifications

Bachelors degree or equivalent work experience (preferred).

2+ years of experience as a QA, Team Leader, or SME in a BPO travel environment.

Strong knowledge of quality monitoring tools, scorecards, and call auditing processes.

Excellent communication, analytical, and problem-solving skills.

Proficient in MS Office (Excel, PowerPoint, Word); experience with LMS or QA software is a plus.

Ability to work under pressure, multitask, and meet deadlines.

What Were Looking For

Experience in customer service quality assurance (evaluations, calibrations, reporting).

Strong attention to detail and analytical skills.

Excellent communication skills, with the ability to provide constructive feedback in a supportive way.

Curiosity and willingness to self-learn about automation, AI, and analytics that can elevate QA.

Adaptability comfortable balancing traditional QA work with experimentation in modern tools