Job Summary:
The Quality Analyst is responsible for monitoring, evaluating, and enhancing the performance of front-line employees to ensure the delivery of high-quality service and compliance with client expectations. The role involves conducting audits, analyzing trends, identifying root causes of performance issues, and collaborating with stakeholders to drive continuous improvement in quality standards across multiple lines of business.
Work Schedule & Flexibility:
- Amenable to shifting schedules, including night shifts and weekend support depending on client requirements
- Willingness to work across multiple lines of business
- Onsite Setup but may transition to Hybrid depending on the client requirement (Bridgetowne, QC)
Key Responsibilities:
Monitoring & Evaluation
- Conduct regular audits of customer interactions (calls, chats, emails, or cases) based on quality scorecards and client-specific guidelines.
- Assess agent adherence to process flows, scripts, compliance standards, and soft skills.
- Maintain accurate documentation and calibration of quality scores for transparency and fairness.
Feedback & Coaching
- Provide clear, constructive, and actionable feedback to agents and supervisors.
- Collaborate with trainers and team leads to develop individualized improvement plans for underperforming agents.
- Participate in coaching sessions or QA huddles to support team performance.
Reporting & Analysis
- Generate regular and ad hoc quality reports for internal teams and clients.
- Analyze trends, recurring issues, and behavioral patterns impacting quality performance.
- Provide root cause analysis and recommend corrective actions or process enhancements.
Client & Stakeholder Alignment
- Participate in internal and client calibration sessions to ensure alignment in quality expectations and scoring.
- Maintain up-to-date knowledge of client products, services, and updates to ensure relevant evaluations.
- Assist in QA-related presentations, business reviews, or client audits when necessary.
Process Improvement
- Contribute to the development and continuous refinement of quality scorecards and evaluation tools.
- Identify gaps in process adherence, system usage, or customer experience and raise flags to appropriate teams.
- Support internal initiatives aimed at boosting service excellence, CSAT, and operational compliance.
Key Performance Indicators (KPIs):
- Accuracy and timeliness of audits
- Agent quality performance improvement
- Calibration consistency score
- Client and stakeholder satisfaction ratings
- Number of quality insights or recommendations implemented
- Participation in process improvement initiatives
Qualifications:
Experience:
- At least 2 - 3 years of experience as a Quality Analyst in a BPO or shared services environment
- Familiarity with multiple interaction channels (voice, chat, email, case management)
- Experience with quality management systems and client scorecards
Technical Skills:
- Proficiency in Excel, Google Sheets, and reporting tools
- Familiarity with CRM systems, QA platforms, and call recording tools (e.g., NICE, Calabrio, Salesforce)
- Knowledge of basic root cause analysis and quality frameworks (e.g., Six Sigma, COPC) is a plus
Soft Skills:
- Strong attention to detail and analytical thinking
- Excellent verbal and written communication skills
- Ability to give feedback with empathy and professionalism
- Collaborative, proactive, and adaptable in a fast-paced environment
- Strong time management and organizational skills