Quality Analyst

Role Overview

This position sits inside the contact center's quality function, where the daily work involves reviewing customer interactions, identifying where service breaks down, and translating those findings into practical guidance for the teams handling calls. The role acts as a bridge between service delivery, training, and account management, making sure everyone shares the same definition of a good call and the same thresholds for measuring it. Its impact shows up in fewer repeat complaints, more consistent customer experiences, and coaching decisions that are grounded in evidence rather than impressions.

Key Responsibilities

• Define, document, and monitor compliance with quality standards across campaigns, ensuring front-line teams are measured against clear, current expectations.
• Map the ideal structure and flow of calls — expected behaviors, conversational steps, and desired service outcomes — and use that framework to evaluate interactions.
• Audit randomly selected and targeted calls, assess strengths and weaknesses, and deliver structured feedback to account managers and the learning and development team.
• Establish quality benchmarks, performance thresholds, and QA evaluation methodology, and communicate those standards to everyone being assessed.
• Perform root cause analysis on repeated call failures, hotlists, invalid interactions, and customer complaints, then recommend long-term corrective actions rather than quick patches.
• Run mystery shopping calls to gauge front-line consistency, and log all audits and insights in QA systems while maintaining dashboards and working with MIS/WFM colleagues to automate tracking and reporting.
• Lead QA calibration sessions with CSEs and account managers, join client-side calibration reviews, and flag knowledge or policy gaps that feed into targeted training and knowledge base updates.
• Support personalized coaching plans for underperforming CSEs alongside HR, L&D, and service delivery; draft monthly, quarterly, and annual QA KPIs, develop improvement plans from the results, and present trend reports in internal and client reviews.

Requirements & Qualifications

• Minimum of two years in quality assurance, customer service, or a comparable operational role inside a contact center.
• Bachelor's degree in computer science, information systems, business administration, or a related discipline.
• Strong written and verbal communication, with the ability to give feedback that is direct, fair, and useful to the person receiving it.
• Hands-on familiarity with QA systems, CRM platforms, and audit tools.
• Analytical and problem-solving skills, especially for tracing patterns across call data and complaints.
• Keen attention to detail and solid organizational habits.
• Able to work independently and manage time across competing audit and reporting deadlines.
• Professional judgment, discretion, and integrity when handling sensitive performance data.