Quality Analyst (Customer Service)

About The Team

Job Description

• Monitor Chat Quality : Conduct regular evaluations of chat interactions to ensure compliance with established quality standards, process guidelines, and brand communication tone.
• Evaluate Agent Performance : Assess agent effectiveness in areas such as accuracy, professionalism, responsiveness, and empathy to ensure consistent and high-quality customer engagement.
• Provide Constructive Feedback and Coaching Support : Deliver structured feedback based on QA assessments and collaborate with team leaders to facilitate coaching sessions aimed at performance improvement.
• Analyze and Report Quality Metrics : Prepare comprehensive QA reports, analyze performance trends, and present actionable insights to management to support operational and service excellence.
• Maintain and Enhance Quality Frameworks : Review, refine, and update QA scorecards and standard operating procedures (SOPs) to align with evolving business needs and service expectations.
• Collaborate with Cross-Functional Teams : Partner with Operations, Training, and Workforce teams to align on quality objectives, participate in calibration sessions, and ensure evaluation consistency.
• Drive Continuous Improvement and Customer Experience Enhancement : Identify recurring issues, process inefficiencies, and customer pain points through QA findings, recommending and supporting initiatives to elevate service quality and customer satisfaction.

Requirements

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