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
Lead and oversee the Quality team (QA Analysts), including task distribution, performance follow-up, and day-to-day quality operations.
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 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 leading or supervising a QA team 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.