Quality Analyst

About the role

A detail-oriented and process-driven Quality Analyst (QA) to monitor and evaluate the quality of interactions (Inbound, Outbound, Chat & Email) handled by the Customer Service team. The QA will ensure adherence to process standards, identify gaps, and recommend actionable improvements to enhance customer satisfaction and service excellence.

Responsibilities

• Monitor and evaluate the quality of Voice (Inbound & Outbound), Chat, and Email interactions using standard evaluation forms and scorecards. Assess communication (clarity, grammar, tone), adherence to process, issue resolution, and overall customer handling.
• Share timely, constructive, and actionable feedback with agents and team leaders. Collaborate with Team Leaders to drive improvement through coaching and performance enhancement plans.
• Ensure strict adherence to internal SOPs, regulatory guidelines, and company policies across all channels. Conduct periodic audits to check compliance and identify process deviations or risk areas.
• Maintain detailed records of CSAT, NPS, audit findings, scorecards, and quality reports. Generate daily/weekly/monthly quality MIS reports highlighting key trends, errors, and improvement areas. Analyze errors to determine training needs and process gaps.
• Participate in regular calibration sessions with Operations, Training, and other stakeholders to maintain consistency in evaluations. Update QA forms, checklists, and scoring mechanisms as processes evolve.
• Recommend process improvements, SOP updates, and customer handling guidelines based on audit outcomes. Contribute to knowledge base (FAQs, scripts) enhancement to reduce errors and improve FCR & CSAT.
• Investigate and audit escalated cases to determine root causes and prevent recurrence.

Skills

• Data Analytics
• Team Management
• Quality Management
• Data Pipeline Management
• Process Standardisation
• Customer Senior Management Connect
• Excel skills
• Time Management
• Analyst
• Problem Solving skills