Call Quality Analyst

Monitor and audit inbound and outbound calls, emails, and chat interactions to ensure service quality standards are met.

Evaluate agent performance using predefined quality parameters and standardized scorecards.

Deliver clear, structured, and actionable feedback to agents and team leaders to drive performance improvement.

Analyze customer interactions to identify trends, gaps, and opportunities for enhancing service delivery.

Ensure strict adherence to company policies, processes, and applicable regulatory guidelines.

Conduct regular calibration sessions with internal stakeholders to maintain consistency and accuracy in quality evaluations.

Prepare and publish detailed quality reports on a daily, weekly, and monthly basis.

Collaborate with training teams by highlighting recurring errors and recommending targeted training interventions.

Participate in call listening sessions and support ongoing coaching and development initiatives.

Recommend process enhancements to improve overall customer experience, operational efficiency, and service quality.