Call Center Quality Analyst
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• Audit daily customer interactions (calls, emails, chats) for quality and compliance.
• Provide constructive coaching and feedback to agents and supervisors.
• Host weekly performance calls and lead live call listening sessions with the client.
• Facilitate role-play coaching focused on script adherence and objection handling.
• Participate in calibration and contribute to performance improvement strategies.
• Maintain updated QA documentation and reporting. Requirements
• Minimum 2 years of experience in Quality Assurance or Customer Service.
• Familiarity with audit processes and call monitoring is preferred.
• Excellent verbal and written communication in English.
• Strong analytical, observational, and detail-oriented skills.
• Solid understanding of call center metrics and QA methodology.
• Experience with reporting (Excel) and providing feedback.
• Proactive mindset and ability to work independently.
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