Quality Analyst

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Role and Key Responsibilities:

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Quality Auditing & Evaluation – Strong ability to assess work against policies, guidelines, and quality standards.

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Attention to Detail – High accuracy in identifying errors, compliance gaps, and quality trends.

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Analytical Thinking – Ability to analyze performance data, identify root causes, and recommend improvements.

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Policy & Process Expertise – Deep understanding of content policies, operational guidelines, and quality frameworks.

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Coaching & Feedback Delivery – Providing clear, constructive, and actionable feedback to improve agent performance.

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Stakeholder Collaboration – Working effectively with Operations, Training, Quality Managers, and client teams.

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Performance Improvement – Identifying knowledge gaps and supporting corrective and preventive action plans.

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Decision-Making Skills – Making objective, balanced, and policy-aligned quality assessments.

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Communication Skills – Strong written and verbal communication for audit findings, reporting, and coaching.

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Desired Skills:

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Quality Auditing & Compliance