Quality Assurance Analyst | Great Perks | Amazing Culture

Job Summary:

As a Quality Assurance (QA) Analyst at Logix BPO, you will be responsible for ensuring the delivery of top-tier services to our clients by monitoring and evaluating the quality of interactions and processes. You will play a key role in identifying areas for improvement, conducting audits, and recommending solutions to optimize performance.

Key Responsibilities:

• Quality Monitoring & Auditing:
• Monitor and evaluate customer service interactions (calls, emails, chats) to ensure compliance with client guidelines and internal processes.
• Conduct audits on various service aspects, including data accuracy, response time, and customer satisfaction.
• Track key performance indicators (KPIs) to assess agent performance and team effectiveness.
• Data Analysis & Reporting:
• Analyze service metrics, identify trends, and create reports for leadership on overall quality performance.
• Provide actionable insights to improve customer experience and service delivery.
• Generate monthly or weekly reports on team performance, including strengths and areas for improvement.
• Process Improvement:
• Work closely with other departments to implement process improvements based on quality analysis.
• Identify bottlenecks or inefficiencies in workflows and recommend corrective actions.
• Suggest quality best practices to enhance overall productivity and customer satisfaction.
• Compliance & Standards:
• Ensure that all team members adhere to company and client-specific guidelines, policies, and regulations.
• Regularly update QA processes to keep up with changes in client requirements or industry standards.

Qualifications:

• 2+ years of experience in Quality Assurance, preferably in a BPO, sales, or lead generation environment.
• Proficient in using QA forms, scorecards, and CRM platforms.
• Detail-oriented with a keen eye for spotting errors, inconsistencies, or red flags.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills with the ability to deliver feedback in a clear and respectful manner.
• Comfortable working independently and managing multiple audits per day.
• Experience with tick-box or checklist-based QA evaluations is a strong plus.
• Background in sales, customer service, or telemarketing is an advantage.

Key Competencies:

• Attention to Detail: Meticulous in reviewing processes and ensuring accuracy.
• Critical Thinking: Ability to think analytically and strategically to solve complex problems.
• Team Collaboration: Ability to work effectively within cross-functional teams.
• Customer-Centric Approach: A keen focus on ensuring client and customer satisfaction.

• Competitive salary and benefits package
• Opportunity for growth and career development
• A dynamic and inclusive work environment
• Training and development programs