Senior Quality Analyst

The Quality Analyst is responsible for ensuring that customer interactions meet the highest standards of quality and compliance. This role involves auditing phone calls, case logs, and other customer contact channels to assess technical accuracy, adherence to policies, and soft skills. The QA will provide actionable feedback to improve agent performance and contribute to the development of quality standards and continuous improvement initiatives.

• Conduct regular audits of case logs, and other customer interactions.
• Evaluate interactions for compliance with standards, technical accuracy, and customer service excellence.
• Document findings and maintain accurate quality records.

• Monitor CSAT scores, complaints, and quality scores to identify trends.
• Develop and implement Continuous Service Improvement (CSI) plans at process and agent levels.
• Identify focus groups and create individual development plans for underperforming agents.

• Collaborate with management to refine quality standards and KPIs.
• Provide feedback and recommendations for training and process enhancements.
• Support strategic objectives by aligning quality initiatives with business goals.

• Prepare and present quality reports to stakeholders.
• Communicate improvement plans and progress updates to team leads and management.

• Bachelor’s degree in IT, Business, or related field (preferred).
• 3–5 years of experience in quality assurance, technical support, or customer service.
• Relevant industry certifications (e.g., ITIL, Six Sigma) are a plus.

• Strong troubleshooting skills in technical environments.
• Knowledge of computing, storage, and peripheral devices.
• Proficiency in case management tools and quality monitoring systems.

• Ability to analyze data, identify trends, and propose actionable solutions.
• Strong problem-solving and decision-making capabilities.

• Excellent verbal and written communication in the supported language.
• Ability to provide constructive feedback and mentor agents.

• Superior customer service skills and ability to manage escalations.
• Ability to lead resolution activities for escalated cases.
• Work effectively with cross-functional teams to achieve quality objectives.