Quality Assurance Analyst

About XtendOps:XO is not just another BPO—we’re redefining how businesses optimize and deliver customer operations. Through operational excellence and AI-driven innovation, we help companies run smarter, operate more efficiently, and drive measurable impact.As we evolve beyond traditional outsourcing, we’re building a next-generation model that integrates AI, automation, and SaaS solutions to deliver scalable, outcome-driven services and transform how businesses leverage technology, data, and human expertise.About the Quality Analyst role:The Quality Analyst evaluates agent interactions to ensure alignment with established quality standards and client expectations. This role delivers actionable feedback on key performance metrics, participates in calibration sessions with clients and operations to maintain scoring consistency, and analyzes trends to identify improvement opportunities.By supporting continuous improvement and maintaining evaluation accuracy, the Quality Analyst helps elevate service quality and the overall customer experience.Key Responsibilities:Monitor and evaluate agent interactions based on client-defined samples and quality standards.Deliver timely, actionable coaching to drive agent performance improvement.Partner with supervisors to strengthen agent capabilities and support performance goals.Participate in internal and client calibration sessions to ensure scoring alignment and quality consistency.Track and report weekly quality and performance metrics to operational leadership.Analyze and validate CSAT data to identify insights and support continuous improvement initiatives.Act as a client-facing point of contact when required, communicating performance updates and action plans.Collaborate with Training to identify root causes of performance gaps and support development of targeted training materials.Qualifications and ExperienceMinimum of 6 months’ experience working as a Quality Analyst or in a quality monitoring role within a fast-paced work environment experience in process auditing preferred.Experience effectively collaborating with remote teams preferred.Background in process improvement, auditing, or compliance within Quality department in a plusTechnical SkillsEnglish proficiency (CEFR Level B2 or above).Intermediate proficiency in Google Workspace (Gmail, Sheets, Docs, Slides).Intermediate proficiency in Microsoft ExcelKnowledge of client quality guidelines.Coaching or mentoring experience is a plus.Why XO?Top talent deserves top opportunities. Competitive compensation, a dynamic workplace, and a culture built for growth, innovation, and success.Do you have what it takes?Join XO and be part of the BPO revolution. We’re not just changing the game—we’re rewriting it. Apply now!!! 🚀