Quality Assurance Analyst (BPO)

About the role

We are looking for a detail‑oriented Quality Assurance Analyst to join our BPO team. The role involves monitoring customer interactions across calls, chats and emails, evaluating performance against established quality standards, and providing actionable feedback to drive service excellence.

Key responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails) based on quality standards.
• Conduct quality audits and ensure compliance with company and client requirements.
• Provide timely, constructive feedback to agents and operations teams.
• Identify trends, recurring issues and opportunities for process improvement.
• Collaborate with Team Leads, Operations and Training to address performance gaps.
• Prepare and maintain accurate QA reports, scorecards and performance records.
• Participate in calibration sessions to ensure consistency in quality evaluations.
• Escalate critical quality, compliance or customer experience concerns when necessary.
• Assist in developing and implementing quality improvement initiatives.

Required profile

• At least 1 year of experience as a Quality Assurance Analyst in the BPO/contact‑center industry.
• Strong understanding of QA processes, KPIs and performance metrics.
• Excellent communication, analytical and problem‑solving abilities.
• High attention to detail and ability to spot process or performance gaps.
• Ability to work independently and collaborate effectively with Operations and Support teams.
• Willingness to work shifting schedules, weekends, holidays and night shifts.
• Available to start as soon as possible.

Required skills

• Microsoft Office
• Google Workspace