Call Quality Analyst

Job Title: Call Quality Analyst

Department: Quality Assurance / Operations

Reports To: Quality Assurance Supervisor / Manager

Employment Type: Full-time

📋 Job Purpose: The Call Quality Analyst is responsible for monitoring, evaluating, and scoring inbound and outbound customer interactions (calls, chats, and emails) to ensure compliance with internal standards, regulatory compliance, and client requirements. This role plays a critical part in identifying performance gaps, driving agent coaching, and enhancing the overall customer experience (CX)..

🛠️ Key Roles and Responsibilities

• Quality Monitoring & Evaluation: Audit recorded and live interactions against established evaluation forms. Score performance based on metrics like behavioral soft skills, technical accuracy, product knowledge, compliance guidelines, and workflow adherence.
• Feedback & Coaching: Provide constructive, objective, and actionable feedback to customer support agents and Team Leaders. Assist in developing targeted action plans to improve lagging performance.
• Calibration Sessions: Participate in and facilitate regular calibration sessions with Operations, Training, and Quality teams to ensure consistent scoring and alignment on quality standards.
• Data Analysis & Reporting: Identify trends, common errors, and systemic issues from performance data. Generate daily, weekly, and monthly quality metrics reports (MIS) and present actionable insights to management.
• Compliance & Risk Mitigation: Monitor interactions strictly for legal, regulatory, or company policy compliance (e.g., handling sensitive data, script adherence). Instantly flag critical errors or business-at-risk behavior.
• Process Improvement: Partner with the Training department to pinpoint root causes of performance dips and recommend updates to training modules, process documentation, or standard call scripts.

🎯 Key Performance Indicators (KPIs)A successful candidate will be measured on:

• Audit Velocity: Meeting weekly/monthly quotas for required evaluations per agent.
• Calibration Variance: Maintaining scoring variance within an acceptable range (typically $\le 5\%$) during calibration audits.
• Quality Scores: Driving a measurable improvement in overall team quality scores and First Contact Resolution (FCR).
• Feedback Delivery Turnaround Time: Sharing insights within the designated SLA after an evaluation is completed.