Call Center Quality Analyst

About the role

The Call Center Quality Analyst ensures that customer interactions meet the highest standards of quality and compliance. You will monitor calls, emails and chats, provide coaching to agents, and support continuous improvement initiatives within the contact center.

Key responsibilities

• 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 sessions and contribute to performance improvement strategies.
• Maintain up‑to‑date QA documentation and generate reporting.

Required profile

• Minimum 2 years of experience in Quality Assurance or Customer Service.
• Excellent verbal and written communication in English.
• Strong analytical, observational and detail‑oriented abilities.
• Solid understanding of call‑center metrics and QA methodology.
• Proactive mindset with the ability to work independently.

Required skills

• Excel for reporting and data analysis.