Job Summary
The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure adherence to client and organizational standards. This role involves conducting call and transaction audits, analyzing performance trends, and providing actionable feedback to enhance service delivery. The Quality Analyst works closely with operations, training, and leadership teams to identify gaps, recommend process improvements, and support initiatives aimed at driving customer satisfaction, compliance, and overall business performance.
Job Details
Quality Auditing
- Evaluate contacts based on Quality metrics
- Coaching and Training
- Score and store the data in all Quality tools
- Compliance analysis (Ensure compliance with company regulations with regards to Data Security and Protection Standards)
Results Improvement
- Prepare and conduct Feedback Sessions with the agents assigned to the team
- Identify agents’ strengths and Weaknesses
- Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
- Deep Dive into the reporting data, find patterns of low service and come up with solutions to the general problems (Report to QC and TQM)
- Check any Escalation or Feedback tracker for Knowledge Gaps and cover them with the concerned agents
- Attend 100% calibration sessions and shift briefs
- Participate in team briefings to provide the QA objective and also sit in calibration sessions
Performance Management
- Post results on a daily basis
- Keep an up-to-date record of individual agents’ quality performance for use in performance reviews
- Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Coordinator and other relevant stakeholders.
- Analyze agents’ work output against guidelines/standards and provide feedback
- Ensure compliance in performance indicators with the team, client and management regarding quality matters
- Cascade updates to the team
Process Improvement
- Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training
- Work closely with Ops team on CSC development
- Attend client meetings/WBRs
Requirements
- Degree/Diploma in any field
- Track record: 2 years in working for a service delivery centre/BPO that is desirable. Proven track record of analytical skills.
- Excellent communication skills and a high focus on customer satisfaction. Great people skills and ability to effectively share (negative) feedback.
- Good organizational skills, knowledgeable in goal-setting practices.
- Examples of data visualization abilities and understanding of support metrics. Perception of basic business metrics and how support impacts those.
- Problem-solving capabilities to create meaningful strategies to improve support quality. Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
- Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team.
- Understanding of quality processes, tools, and measures to evaluate and improve individual/ team and overall performance.
- Strong feedback and evaluation skills; ability to motivate, support and engage. Good organizational, time management and prioritization skills