Quality Analyst

The Quality Analyst is responsible for monitoring and evaluating agent performance, providing coaching, and supporting program quality assurance standards to drive continuous improvement.ResponsibilitiesAudit daily customer interactions (calls, emails, chats) for quality and compliance.Provide constructive coaching and feedback to agents and supervisors.Host weekly performance calls and lead live call listening sessions with the client.Facilitate role-play coaching focused on script adherence and objection handling.Participate in calibration and contribute to performance improvement strategies.Maintain updated QA documentation and reporting.RequirementsMinimum 2 years of experience in Quality Assurance or Customer Service.Familiarity with audit processes and call monitoring is preferred.Excellent verbal and written communication in English.Strong analytical, observational, and detail-oriented skills.Solid understanding of call center metrics and QA methodology.Experience with reporting (Excel) and providing feedback.Proactive mindset and ability to work independently.