Quality Assurance (QA) Officer / Quality Analyst

Key Responsibilities

Quality Monitoring & Evaluation

• Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions using approved quality scorecards.
• Conduct regular quality audits according to the agreed quality monitoring plan.
• Ensure evaluations are accurate, objective, and consistent with established quality standards.
• Identify trends, recurring issues, and potential compliance risks.

Coaching & Performance Improvement

• Provide timely, constructive, and actionable feedback to customer service agents and Team Leaders.
• Participate in coaching sessions and calibration meetings to ensure evaluation consistency.
• Monitor performance improvement plans and follow up on identified performance gaps.
• Identify and promote best practices across teams.

Compliance & Risk Management

• Ensure agents comply with:
  • Company policies
  • Client requirements
  • Data privacy regulations
  • Call handling procedures
• Identify critical compliance failures and escalate them promptly.
• Support both internal and external quality audits.

Reporting & Analysis

• Prepare daily, weekly, and monthly quality reports.
• Analyze quality trends and identify root causes of performance issues.
• Present findings and recommendations to Operations and Leadership teams.
• Track quality KPIs and monitor improvement initiatives.

Process Improvement

• Recommend process improvements that enhance customer experience and operational efficiency.
• Support updates to:
  • Quality scorecards
  • Standard Operating Procedures (SOPs)
  • Knowledge Base documentation
• Collaborate with Training, Operations, and Workforce Management teams to improve overall service delivery.

Qualifications & Requirements

Education

• Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field.

Experience

• 2–3 years of experience in a call center environment.
• At least 1 year of experience in one of the following is preferred:
  • Quality Assurance (QA)
  • Quality Monitoring
  • Team Leadership

Required Skills & Competencies

• Strong understanding of call center operations and customer service principles.
• Knowledge of quality monitoring methodologies and calibration processes.
• Excellent listening and analytical skills.
• Strong written and verbal communication skills.
• Ability to provide constructive coaching and performance feedback.
• High attention to detail and accuracy.
• Proficiency in Microsoft Office applications, particularly:
  • Microsoft Excel
  • Microsoft PowerPoint

How to Apply:

To submit your application, please follow the link provided below.

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