Customer Service Quality Analyst

Job Summary:

Your insights will directly contribute to enhancing agent performance and delivering exceptional customer experiences.

Responsibility for Quality Auditor:

• Conduct regular and thorough evaluations of customer service interactions (calls, chats, emails) according to established quality standards and scorecards.
• Provide detailed, objective, and actionable feedback to agents and supervisors to support continuous improvement.
• Identify trends, recurring issues, and training needs based on audit findings and collaborate with the Quality Lead and Training teams.
• Ensure consistency and fairness in scoring by actively participating in calibration sessions led by the Quality Lead.
• Assist in updating and refining quality evaluation criteria and scorecards if needed.
• Maintain accurate records of quality assessments and generate reports as required.
• Collaborate with cross-functional teams to support process improvement initiatives based on quality data.
• Uphold confidentiality and data security standards in handling customer and company information.

Qualifications:

• Bachelor’s degree or equivalent experience in Business, Communications, or related fields.
• Previous experience in quality auditing, customer service, or call center operations is preferred.
• Strong analytical skills with attention to detail.
• Excellent communication skills, both written and verbal, with the ability to provide constructive feedback.
• Ability to work independently and as part of a team.
• Familiarity with quality management tools or QA software is a plus.
• Comfortable working in a fast-paced environment and handling multiple priorities.

Key Competencies:

• Analytical Thinking
• Attention to Detail
• Communication & Feedback Delivery
• Integrity & Confidentiality
• Team Collaboration
• Time Management