---

Description

Job Description – Quality Analyst (Call Center/BPO)

Position

Quality Analyst – Call Center / BPO

Department

Quality Assurance / Operations

Reporting To

Quality Manager / Quality Lead

Job Type

Full-Time

Job Summary

We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions handled by call center agents. The Quality Analyst will be responsible for conducting call audits, evaluating agent performance against defined quality parameters, identifying process and performance gaps, and providing actionable feedback.

The role will work closely with Operations, Team Leaders, Training, and other stakeholders to improve customer experience, process compliance, and overall service quality.

Key Responsibilities

• Monitor and audit inbound and outbound customer calls as per defined quality targets.
• Evaluate calls against approved QA scorecards, SOPs, scripts, policies, and client requirements.
• Assess agent performance on:
• Communication and pronunciation
• Customer handling and empathy
• Process and product knowledge
• Call flow and probing
• Accuracy of information provided
• Resolution effectiveness
• Professionalism and call etiquette
• Compliance and mandatory disclosures
• Documentation and system usage
• Identify fatal and non-fatal quality errors and escalate critical issues appropriately.
• Provide clear, constructive, and actionable feedback to agents and Team Leaders.
• Maintain accurate quality scores, audit records, and performance reports.
• Track key contact-center metrics such as QA Score, CSAT, FCR, AHT, compliance and customer complaints.
• Conduct Root Cause Analysis (RCA) to identify recurring quality and process issues.
• Identify trends, knowledge gaps, training requirements, and process improvement opportunities.
• Participate in regular calibration sessions with Quality, Operations, Training, and clients to ensure consistent scoring.
• Support Team Leaders and Trainers with quality insights and recommendations for agent improvement.
• Prepare daily, weekly, and monthly QA reports and highlight key trends to management.
• Ensure adherence to company policies, client requirements, data-security standards, and applicable compliance guidelines.
• Support quality improvement projects and continuous improvement initiatives.
• Maintain confidentiality of customer and company information.
• Perform additional quality-related activities as assigned by the Quality Manager.

Required Qualifications

• Graduate in any discipline preferred.
• 1–3 years of experience in Quality Assurance/Quality Analysis within a BPO, call center, customer service, or contact-center environment.
• Candidates with strong customer service/call-handling experience may also be considered.
• Experience in voice/international voice processes is an advantage.
• Good knowledge of call monitoring and quality evaluation methodologies.
• Good understanding of call center KPIs and quality metrics.
• Proficiency in MS Excel, Word, and PowerPoint.
• Experience with CRM, ticketing, call-recording, or QA-monitoring tools is preferred.

Key Skills

• Excellent verbal and written communication
• Strong active listening skills
• Analytical and problem-solving ability
• Attention to detail
• Quality auditing and call monitoring
• Root Cause Analysis (RCA)
• Coaching and feedback
• Reporting and data analysis
• Customer-service orientation
• Good knowledge of QA scorecards
• Ability to identify process gaps
• Ability to work independently and meet audit deadlines
• Strong interpersonal skills

Key Performance Indicators (KPIs)

The Quality Analyst will be measured on:

• Audit completion and adherence to targets
• Accuracy of quality evaluations
• QA score improvement
• Calibration accuracy
• Audit turnaround time
• Identification of critical/fatal errors
• Quality trend and RCA reporting
• Feedback/coaching effectiveness
• Process compliance
• Contribution to CSAT/FCR improvement

Preferred Experience

Experience: 1–3 years in Call Center/BPO Quality Assurance

Education: Graduate preferred

Process: Voice / International Voice / Customer Service

Work Location: [Location]

Shift: [Day/Night/Rotational]

Salary: [As per company standards]

Ideal Candidate

The ideal candidate should be objective, observant, analytical, and customer-focused, with the ability to listen to calls critically and distinguish between minor performance gaps and serious compliance or customer-impacting issues. The candidate should also be comfortable giving constructive feedback and working with Operations and Training teams to improve overall performance.

Process

Customer Service

#

Process

Ongoing

Language

Pay Out

Remuneration : NA

---

Days of the week

Works Slots

---

Expertise Level