Non Voice Quality Analyst

Role Overview

The Non-Voice Quality Analyst monitors and evaluates written interactions (chat/email) to ensure agents follow company guidelines, maintain quality standards, and deliver accurate resolutions.

Key Responsibilities

1. Quality Monitoring & Evaluation

• Review customer interactions (emails, chats, tickets)
• Evaluate based on predefined quality parameters
• Identify errors in grammar, tone, and resolution accuracy

2. Feedback & Coaching

• Provide constructive feedback to agents
• Highlight improvement areas and best practices
• Support training sessions and refreshers

3. Compliance & Process Adherence

• Ensure agents follow SOPs and company policies
• Check for data security and confidentiality adherence
• Flag compliance violations

4. Reporting & Analysis

• Prepare daily/weekly quality reports
• Track agent performance trends
• Analyze root causes of errors and suggest improvements

5. Calibration & Audits

• Participate in internal and client calibration sessions
• Maintain consistency in quality scoring
• Conduct random audits

Key Skills Required

• Strong written communication and grammar
• Attention to detail
• Analytical and problem-solving skills
• Knowledge of QA tools and scorecards
• Ability to give clear, actionable feedback
• Time management and multitasking

Qualifications

• Graduate (any discipline; English preferred in some roles)
• Experience in non-voice/customer support is often required (1–3 years)
• Prior QA experience is a plus