Call Quality Analyst

Quality Analyst (QA) – Job Description

Role Overview

A Quality Analyst is responsible for monitoring and evaluating the quality of processes, services, or products. The role ensures that company standards and client expectations are consistently met.

Key Responsibilities

Monitor and audit calls, transactions, or processes (Debt Recovery / Collections)

Identify gaps in performance and provide actionable feedback

Ensure adherence to company policies, compliance, and quality standards

Prepare quality reports (daily/weekly/monthly)

Conduct calibration sessions with team leaders and managers

Support training teams by identifying common errors and improvement areas

Maintain documentation of quality checks and audit findings

Suggest process improvements to enhance efficiency and customer satisfaction

Required Skills

Strong analytical and observation skills

Good communication (verbal & written)

Attention to detail

Knowledge of quality tools and frameworks

Ability to handle data and generate reports (Excel knowledge preferred)

Problem-solving mindset

Qualification

Graduate or 12th in any discipline (preferred)

Experience in QA role or relevant field 

Preferred Experience

1–3 years of experience in Quality Analyst / Audit role

Experience in call auditing or process quality monitoring

Key Performance Indicators (KPIs)

Quality score improvement

Error reduction rate

Compliance adherence

Feedback effectiveness

Tools & Software (Optional)

MS Excel / Google Sheets

CRM tools

Call monitoring systems