Quality Analyst

Ø <\/span><\/span><\/span>Monitor and evaluate inbound and outbound calls,\nemails, chats, and other customer interactions using approved quality\nscorecards.
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Ø <\/span><\/span><\/span>Conduct regular quality audits according to the\nagreed plan.
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Ø <\/span><\/span><\/span>Ensure evaluations are accurate, objective, and\nconsistent with quality standards.
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Ø <\/span><\/span><\/span>Identify trends, recurring issues, and\ncompliance risks.
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Ø <\/span><\/span><\/span>Provide timely, constructive, and actionable\nfeedback to agents and Team Leaders.
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Ø <\/span><\/span><\/span>Participate in coaching sessions and calibration\nmeetings to ensure evaluation consistency.
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Ø <\/span><\/span><\/span>Monitor improvement plans and follow up on\nidentified performance gaps.
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Ø <\/span><\/span><\/span>Recognize best practices and share them across\nteams.
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Ø <\/span><\/span><\/span>Ensure agents comply with company policies,\nclient requirements, data privacy regulations, and call handling procedures.
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Ø <\/span><\/span><\/span>Identify critical compliance failures and\nescalate them promptly.
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Ø <\/span><\/span><\/span>Support internal and external quality audits.
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Ø <\/span><\/span><\/span>Prepare daily, weekly, and monthly quality\nreports.
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Ø <\/span><\/span><\/span>Analyze quality trends and identify root causes\nof performance issues.
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Ø <\/span><\/span><\/span>Present findings and recommendations to\nOperations and Leadership teams.
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Ø <\/span><\/span><\/span>Track quality KPIs and improvement initiatives.
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Ø <\/span><\/span><\/span>Recommend process improvements that enhance\ncustomer experience and operational efficiency.
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Ø <\/span><\/span><\/span>Support updates to quality scorecards, SOPs, and\nknowledge base documentation.
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Ø <\/span><\/span><\/span>Partner with Training, Operations, and Workforce\nManagement teams to improve service delivery
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