We are looking for an experienced and motivated Senior Quality Analyst to join our Quality Department and support the continuous improvement of our customer service operations.
Key Responsibilities
- Monitor and evaluate customer interactions across calls, chats, and other communication channels.
- Review, validate, and randomly audit QA evaluations to ensure accuracy, consistency, and fairness.
- Conduct regular calibration sessions with QA Analysts and Operations teams.
- Monitor and analyze key quality/CX KPIs (QA Score, CSAT, DSAT, FCR, AHT) to identify recurring issues, trends, and performance gaps.
- Conduct Root Cause Analysis (RCA) and lead the development and implementation of Corrective Action Plans.
- Prepare and present weekly and monthly quality reports.
- Provide guidance, coaching, and support to QA Analysts.
- Ensure compliance with company SOPs, client requirements, and quality standards.
- Review and improve QA evaluation forms, processes, and quality guidelines when required.
- Collaborate with Operations, Training, WFM, and other departments to address performance and quality gaps.
- Support client quality requirements, escalations, and quality-related meetings when required.
- Support the Quality Manager/Team Leader in maintaining overall quality performance and standards.
 
Requirements
- 2–3+ years of experience in Quality Assurance, preferably within a call center/BPO environment.
- Previous experience as a Senior QA, Quality Analyst, or similar role is preferred.
- Strong knowledge of contact center quality standards and KPIs.
- Strong analytical and problem-solving skills.
- Excellent English communication skills, both written and verbal.
- Strong knowledge of Microsoft Excel and reporting tools.
- Experience with Root Cause Analysis and corrective action planning.
- Strong attention to detail and ability to make objective decisions.
- Excellent communication, coaching, and interpersonal skills.
- Ability to manage multiple projects/accounts and meet deadlines.
- Experience conducting calibration sessions is highly preferred.
- Ability to work independently and take ownership of quality-related responsibilities.
 
Preferred Skills
- Experience with call monitoring and quality management systems.
- Experience working with multiple client accounts.
- Experience handling client escalations and quality discussions.
- Knowledge of customer experience and contact center KPIs.
- Strong leadership and mentoring skills.