QA Analyst

Primary Responsibilities:

• Monitor and Evaluate Customer Interactions:
  Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
  Document findings accurately and consistently to support fair and objective evaluations.
• Provide Feedback and Coaching Support:
  Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
  Support coaching sessions by identifying specific behaviors and opportunities for improvement.
• Track Quality Metrics and Trends:
  Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
  Prepare reports and summaries that help leadership make informed decisions.
• Ensure Compliance with Standards:
  Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.
  Escalate quality or compliance concerns when necessary.
• Participate in Calibration and Improvement Initiatives:
  Join calibration sessions to maintain scoring consistency across evaluators and operational teams.
  Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.