Call Quality Analyst

Role Summary:
As a Call Quality Analyst, you will be responsible for monitoring and evaluating customer interactions (calls, emails, chats) to ensure adherence to quality standards, regulatory requirements, and company policies. You will provide feedback and coaching to agents to improve performance and enhance customer satisfaction.

Key Responsibilities:
- Monitor a defined sample of customer interactions across various channels (phone, email, chat).
- Evaluate interactions against established quality scorecards and criteria.
- Identify trends, root causes of quality issues, and areas for agent improvement.
- Provide constructive and actionable feedback to agents and team leads.
- Coach agents on best practices for customer service, communication, and process adherence.
- Document evaluation findings and performance metrics accurately.
- Participate in calibration sessions to ensure consistency in scoring.
- Contribute to the development and refinement of quality assurance processes and tools.
- Analyze quality data to identify training needs and recommend solutions.
- Maintain a high level of confidentiality and professionalism.