QA Analyst

Primary Responsibilities:

Monitor and Evaluate Customer Interactions

• Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
• Document findings accurately and consistently to support fair and objective evaluations.

Provide Feedback and Coaching Support

• Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
• Support coaching sessions by identifying specific behaviors and opportunities for improvement.

Track Quality Metrics and Trends

• Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
• Prepare reports and summaries that help leadership make informed decisions.

Ensure Compliance with Standards

• Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.
• Escalate quality or compliance concerns when necessary.

Participate in Calibration and Improvement Initiatives

• Join calibration sessions to maintain scoring consistency across evaluators and operational teams.
• Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.