Job Summary:We are seeking a detail-oriented and analytical Quality Analyst / Call Auditor to monitor and evaluate customer interactions across voice, chat, and/or email channels. The ideal candidate will assess service quality, provide actionable feedback, and support continuous improvement efforts to enhance customer satisfaction and operational efficiency.

• Key Responsibilities:Monitor and evaluate inbound and outbound customer interactions to ensure compliance with internal quality standards and regulatory requirements.
• Identify areas for improvement and provide constructive feedback to agents and supervisors.
• Develop and maintain quality monitoring forms and scoring guidelines.
• Collaborate with training and operations teams to address performance gaps and training needs.
• Prepare and analyze quality reports to track trends and KPIs (e.g., CSAT, FCR, QA scores).
• Assist in calibration sessions to ensure consistency in scoring and evaluation standards.
• Participate in root cause analysis and recommend process improvements.
• Maintain accurate documentation of audits, feedback sessions, and quality initiatives.
• Qualifications:Bachelor's degree or equivalent work experience.
• 1-3 years of experience in a quality assurance or call monitoring role within a contact center environment.
• Strong understanding of call center metrics, KPIs, and customer service best practices.
• Excellent listening, analytical, and communication skills.
• Proficiency with QA tools and CRM/Call Center platforms (e.g., Zendesk, Salesforce, NICE, Five9, etc.).
• High attention to detail and ability to work independently.
• Preferred Skills:Experience with multilingual support environments.
• Knowledge of compliance and regulatory standards (e.g., HIPAA, PCI) is a plus.
• Certification in Quality Assurance or Six Sigma is an advantage.