Quality Assurance (QA) Analyst
An impartial role focused on monitoring, scoring, and analyzing agent performance to ensure consistency, accuracy, and adherence to company policies and legal compliance standards. Tasks • Conduct objective evaluations of recorded and live calls, emails, and chat interactions using a standardized scoring rubric. Identify and report on critical non-compliance issues and significant knowledge gaps within the team. Analyze quality data to identify trends in customer dissatisfaction or agent errors. Work with the Training Manager and Team Leaders to develop targeted coaching and training materials. Calibrate scoring with other QA analysts and management to ensure evaluation consistency. Requirements • Education: Bachelor's Degree in a relevant field preferred. Experience: 1-3 years in a Call Center or QA role; a strong background in the IT/product being supported is crucial. Technical: Advanced proficiency in auditing software and reporting tools (e.g., Excel/Google Sheets) for data manipulation. * Skills: Exceptional attention to detail, strong written communication, and an objective, analytical mindset.