Key Facts

Remote From:

Full time

Junior (1-2 years)

English

Hard Skills

Root Cause Analysis Analytics Operations Research Industry Trend Analysis Analytical Dashboard Pivot Tables And Charts Regulatory Compliance Employee Coaching Academic Support Services Power BI +4 more

Other Skills

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Quality Assurance
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Customer Service
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Calmness Under Pressure
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Professionalism
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Detail Oriented
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Verbal Communication Skills
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Problem Solving

Roles & Responsibilities

Bachelor’s degree in business, IT, Communications, or related field.
At least 1 year of experience in Customer Service or in Quality Assurance, Training, or Operations.
Proficiency in data tools, including Excel (pivot tables and formulas) and BI tools such as Power BI.
Strong analytical and problem-solving skills with high attention to detail, ability to work independently, and excellent written and verbal communication.

Requirements:

Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and guidelines.
Provide timely, accurate, and constructive feedback to agents and operations teams; conduct calibration sessions with internal stakeholders to ensure scoring alignment and consistency.
Identify trends, gaps, and areas for improvement through data analysis and quality audits; perform root-cause analysis and recommend corrective actions.
Prepare and present quality reports, dashboards, and insights to leadership; collaborate with Operations and Training teams to support performance improvement initiatives and ensure policy and regulatory compliance.

Job description

Summary

The Quality Analyst (QA) is responsible for evaluating customer interactions, operational processes, and outputs to ensure compliance with organizational and client standards. This role plays a critical part in driving continuous improvement by identifying performance gaps, conducting root-cause analysis, and delivering actionable insights that enhance agent performance and overall customer experience.

Key Responsibilities

Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and guidelines
Provide timely, accurate, and constructive feedback to agents and operations teams
Conduct calibration sessions with internal stakeholders to ensure scoring alignment and consistency
Identify trends, gaps, and areas for improvement through data analysis and quality audits
Perform root-cause analysis on performance issues and recommend corrective actions
Partner with Operations and Training teams to support performance improvement initiatives
Prepare and present quality reports, dashboards, and insights to leadership
Ensure compliance with company policies, client requirements, and regulatory standards
Support continuous improvement initiatives to enhance customer experience and operational efficiency

Qualifications Required

Bachelor’s degree in business, IT, Communications, or any related field.
At least 1 year of experience in Customer Service, or a minimum of 1 year of experience in Quality Assurance, Training, or Operations.
Basic proficiency in data tools, including Excel (pivot tables and formulas) and BI tools such as Power BI.
Strong analytical and problem‑solving skills, with the ability to work independently.
Ability to perform effectively in a high‑pressure or fast‑paced environment.
Excellent written and verbal communication skills.
Demonstrates confidence and professionalism when delivering coaching or presenting calibration results.
High attention to detail and accuracy.
No issues on absenteeism or issued NTEs for the past 3 mos.