Quality Analyst (BPO/Customer Support)

Job Description

We are seeking a detail-oriented Quality Analyst to monitor, evaluate, and improve the quality of customer interactions and business processes. The candidate will conduct audits, identify quality gaps, provide coaching to team members, and drive continuous improvement initiatives to enhance customer satisfaction and operational performance. Key Responsibilities Conduct quality audits of calls, chats, emails, and transactions. Monitor performance metrics such as CSAT, NPS, AHT, resolution rate, and policy adherence. Provide coaching and constructive feedback to agents for performance improvement. Perform root cause analysis (RCA) and identify process gaps. Prepare daily, weekly, and monthly quality reports. Collaborate with Team Leaders and Operations teams to improve performance metrics. Identify and escalate quality issues as per defined processes. Recommend process and system improvements based on customer feedback and audit findings. Support training and knowledge-sharing initiatives. Drive quality campaigns, contests, and continuous improvement projects.