Call Quality Analyst

Job Description

Title: Call Quality Analyst

Overview
We are seeking a detail-oriented and analytical Call Quality Analyst to monitor, evaluate, and enhance the quality of customer interactions across voice and digital support channels. The ideal candidate will be responsible for assessing call performance, ensuring compliance with company standards, identifying improvement opportunities, and supporting customer experience excellence through data-driven quality insights and collaboration with operations and training teams.

Role & Responsibilities
Monitor and evaluate customer calls, chats, and emails against defined quality standards and SOPs
Conduct quality audits to ensure compliance with company policies, scripts, and regulatory requirements
Analyze agent performance across key quality metrics such as CSAT, FCR, AHT, and QA scores
Identify trends, root causes, and recurring quality issues impacting customer experience
Prepare detailed quality reports, scorecards, and actionable feedback for agents and leadership
Provide structured feedback and coaching recommendations to improve agent performance
Participate in calibration sessions to maintain consistency in quality evaluations
Collaborate with operations, training, and management teams to drive continuous quality improvement
Support process enhancement initiatives based on quality findings and customer insights
Ensure timely completion of quality audits in line with operational targets and calendars

Education / Certification
Bachelor’s degree in Business, Communications, Management, or a related field
Certifications in Quality Assurance, Customer Experience, or Contact Center Operations are a plus

Knowledge / Experience / Skills
Strong understanding of call center quality standards and customer service best practices
Hands-on experience in call monitoring, quality evaluation, or customer support roles
Proficiency in QA tools, call recording systems, and CRM platforms
Strong analytical skills with the ability to interpret quality data and performance trends
Excellent listening, communication, and documentation skills
Attention to detail with a strong focus on accuracy and compliance
Ability to provide constructive feedback and support agent development
Strong time management skills and ability to handle multiple audits and deadlines

Corporate Responsibility
All activities involving access to customer data, call recordings, and company systems carry inherent risk. Employees are expected to adhere to company policies, protect customer confidentiality, ensure data security, and complete all mandatory compliance and cybersecurity training.

Send Resume: recruitment@technomine.biz