Call Quality Analyst

Key Responsibilities:

• Monitor and evaluate inbound and outbound customer calls.
• Ensure calls follow company quality standards and compliance guidelines.
• Provide constructive feedback and coaching to customer service agents.
• Maintain quality scorecards and prepare QA reports.
• Identify common customer issues and suggest process improvements.
• Conduct call audits and calibration sessions with team leaders.
• Track agent performance and highlight training needs.
• Maintain documentation of quality evaluations.

Required Skills:

• Good communication and listening skills
• Strong attention to detail
• Knowledge of call center quality parameters
• Ability to analyze calls and provide feedback
• Basic knowledge of Excel and reporting