The Quality Analyst (QA) is responsible for evaluating and monitoring inbound and outbound customer interactions to ensure service quality standards are met. The QA will assess agent performance, provide feedback, and support continuous improvement in customer experience, compliance, and operational efficiency.
Responsibilities
- Call Monitoring & Evaluation
- Call Quality Score % of calls meeting quality standards.
- Compliance Adherence: % of calls following regulatory & SOP guidelines.
- Sales
& Service Improvement:Increase
in agent
conversion
rates & CSAT
- Training Effectiveness: % improvement in agent performance post-feedback
Must Have
- Bachelor’s degree (preferably in Business, Communications, or related fields).
- 6months - 1 year of experience as a QA in a call center (preferably in B2B/B2C e- commerce or agricultural input sales)
- Strong analytical, communication, and coaching skills.
- Familiarity with CRM systems, call monitoring tools, and LMS platforms.
- Proficiency in MS Excel, PowerPoint, and reporting dashboards.
Key Responsibilities:
Call Monitoring & Evaluation:
- Listen to and evaluate inbound and outbound calls for adherence to company policies, processes, and sales/service guidelines.
- Ensure calls comply with quality parameters such as pitch, tone, customer handling, sales conversion, and issue resolution.
- Identify areas of improvement and coach agents on improving customer experience, script adherence, and objection handling.
- Provide call calibration sessions to align quality expectations across teams.
Quality & Compliance Audits:
- Conduct regular audits of customer interactions, chat, and email conversations.
- Ensure compliance with company SOPs, regulatory standards, and data protection policies.
- Maintain detailed quality reports, call scorecards, and agent performance metrics.
Training & Process Improvement:
- Work closely with trainers and team leads to develop call scripts, training materials, and coaching programs.
- Provide constructive feedback to agents and suggest corrective action plans for improvement.
- Identify process gaps and recommend process optimization strategies.
Reporting & Analytics:
- Generate and analyze weekly/monthly quality reports and highlight trends in agent performance.
- Prepare insights on common customer complaints, sales objections, and service issues to enhance customer satisfaction (CSAT).
- Track and report First Call Resolution (FCR) rates, Average Handling Time (AHT), and Sales Conversion Ratios.
