Quality Analyst

Job Title: Quality Analyst

We are looking for a Quality Analyst to monitor and improve the quality of client interactions and service delivery processes. This role involves auditing calls, chats, and emails, analysing feedback, and ensuring SOP compliance to enhance overall customer experience.

Key Responsibilities
• Conduct quality audits of client calls, chats, emails, and WhatsApp groups
• Prepare weekly quality and performance reports
• Monitor documentation of client interactions in internal systems
• Track client feedback and identify improvement areas
• Perform Root Cause Analysis (RCA) for client escalations
• Ensure adherence to SOPs and quality standards
• Maintain quality trackers and audit scores
• Identify process improvement opportunities
• Support CSAT and NPS improvement initiatives
• Collaborate with internal teams to improve service quality