Job Title: Quality Analyst (QA) – BPO

Job Summary

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions for a VOICE process. The role ensures adherence to client requirements, company policies, regulatory standards, and defined SLAs while driving continuous improvement in agent performance and customer experience.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats, tickets) against defined quality frameworks and scorecards
• Ensure compliance with client guidelines, company policies, data privacy, and regulatory requirements
• Provide clear, actionable feedback and coaching to agents to improve performance and quality scores
• Identify trends, root causes, and recurring quality gaps; recommend corrective and preventive actions
• Conduct regular calibrations with Operations, Tr...