Quality Assurance Analyst - Seasonal

Description

Quality Assurance Analyst - Seasonal

Full Location

REMOTE - US

We are looking for a detail-oriented and analytical Quality Assurance Analyst - Seasonal to join our contact center team. The Quality Assurance Analyst - Seasonal will be responsible for monitoring and evaluating the performance of agents to ensure they meet quality standards, compliance requirements, and client expectations. This role is ideal for candidates with experience in call center quality assurance processes and a keen eye for detail.

In this role you will

• Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
• Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
• Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
• Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
• Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
• Ensure compliance with client-specific guidelines, and company policies.
• Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
• Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

We are looking for someone who has

Education

Graduate in any discipline.

Experience

• 1-2 years of experience as a Quality Analyst in a support process or BPO environment.
• Strong understanding of customer service metrics.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
• Comfortable working fixed night shifts to align w...