Quality Analyst

Job description

Purpose of the role As a Quality Analyst, you will play a key role in elevating the standard of sales agent interactions and ensuring consistency, compliance, and excellence across all sales channels. You will evaluate performance, identify improvement opportunities, and collaborate closely with operations and training teams to drive continuous quality enhancement. Main Responsibilities: - Quality Control: Conduct quality audits across all channels, ensuring adherence to established standards. - Interaction Evaluation: Assess interactions using defined rubrics, benchmarks, and best practices, providing clear feedback that highlights strengths and development areas. - Reporting & Insights: Report QA findings, identify trends and recurring issues, analyze data, and recommend actionable improvements to enhance effectiveness. - Documentation Management: Maintain and update QA criteria, checklists, evaluations, feedback records, and audit documentation. - Cross‑Functional Collaboration: Work closely with the training team to address skill gaps identified during evaluations, support new hires, and assist with escalations by preparing root‑cause analyses, providing data insights, or direc...