Quality Analyst

Key Responsibilities

• Perform regular audits of customer interactions to evaluate technical accuracy, compliance with telco regulations, and adherence to script protocols.

• Conduct one-on-one coaching sessions with frontline agents to discuss performance trends and areas for improvement.

• Participate in weekly calibration sessions with Operations and Clients to ensure consistency in scoring and evaluation standards.

• Generate daily and weekly quality reports identifying "Pain Points," "Bottom Quartile" performers, and overall team trends.

• Identify root causes of customer dissatisfaction and suggest workflow adjustments to improve the Net Promoter Score (NPS) or Customer Satisfaction (CSAT).

Qualifications

• At least 1–2 years of experience as a Customer Service Representative in a BPO setting.

• Direct experience handling a Telco account (e.g., billing, technical support, or sales) is highly preferred.

• Ability to spot trends and identify performance gaps through data.

• Excellent verbal and written English skills; must be able to deliver constructive criticism diplomatically.

• Familiarity with CRM tools and Quality Monitoring software (e.g., Nice, Verint, or Genesys).

• Detail-oriented, objective, and capable of working in a fast-paced, high-pressure environment.