ANALYST, QUALITY

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OVERVIEW

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions handled by agents. The role ensures compliance with Qualfon standards, client requirements, and internal policies, while supporting continuous performance improvement through coaching, reporting, and calibration activities.

 



RESPONSIBILITIES

Quality Monitoring & Evaluation

  • Monitor and evaluate customer interactions (calls, chats, emails, tickets) to ensure compliance with:
    • Client quality standards
    • Qualfon policies and procedures
    • Regulatory and data privacy requirements
  • Score interactions using approved quality scorecards.
  • Document findings accurately and consistently.

Coaching & Performance Improvement

  • Provide timely, constructive feedback to agents.
  • Participate in or conduct quality coaching sessions.
  • Identify skill gaps and recommend training or corrective actions.
  • Support agents in improving customer experience, compliance, and efficiency.

Reporting & Analysis

  • Prepare and maintain quality reports (daily, weekly, monthly).
  • Track trends, recurring errors, and performance gaps.
  • Share insights with Operations, Training, and Management teams.
  • Support action plans to improve overall account quality metrics.

Calibration & Compliance

  • Participate in internal and client calibration sessions.
  • Ensure scoring consistency across the quality team.
  • Escalate critical compliance or risk issues promptly.
  • Support audits and client quality reviews as required.

Collaboration & Support

  • Work closely with Team Leaders, Trainers, and Operations Managers.
  • Assist with updates to quality guidelines and scorecards.
  • Support new hire nesting and refresher training programs when needed.

 



QUALIFICATIONS

 
  • Strong attention to detail and analytical skills
 
  • Excellent communication and interpersonal skills
 
  • Ability to give fair, objective, and professional feedback
 
  • Strong knowledge of:
    • Customer service standards
    • Call quality frameworks
 
  • Proficient in Microsoft Excel, Word, and reporting tools
 
  • Ability to work independently and meet deadlines

 
  • 1–2 years of experience in:
    • Call centre / BPO environment
    • Customer service or quality monitoring (preferred)
 

 

 

 

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