Quality Analyst

About the job

Reimagine your career

Are you looking for a career change with a forward-thinking global organization? Come be part of our award-winning company driven by our people from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as our “game-changers”. We're recognized with awards like "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We’re on the lookout for a Quality Analyst to join our team of game-changers who engage with customers from top brands that could be from tech, finance, travel, fashion, healthcare, or another leading-edge industry.

As a Quality Analyst on our team, you will:

What you will do in this role

• Ensure the proper functioning of the quality control system.
• Perform recordings and evaluations of calls according to a given repository.
• Participate in the process of upgrading project quality skills through calibration and calibration sessions.
• Ensure proper application and compliance of processes.
• Monitor agent’s calls and written interactions to assess adherence to quality standards, evaluate agent performance, and identify areas for improvement.
• Assess how agents interact with customers based on set standards.
• Provide helpful feedback after reviewing calls and written interactions, highlighting strengths and areas to work on.
• Analyze call center data to spot trends and areas needing improvement.
• Prepare and present reports on quality findings and suggestions to management for decision-making.
• Work closely with supervisors and others to implement quality plans and address issues.
• Ensure agents follow laws, company rules, and industry standards during calls and written interactions.
• Participate in calibration sessions with other QA team members and supervisors to ensure consistency in evaluation criteria and scoring.