Quality Analyst

Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations.

Quality Analyst

Position Objective

To uphold and monitor adherence to quality standards within the contact center by conducting performance audits, analyzing customer interactions, and supporting the continuous improvement of service delivery through actionable insights and collaboration with key stakeholders.

Specialized Duties:

• Understand, document, and monitor compliance with quality standards across all relevant campaigns.

• Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.

• Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.

• Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.

• Set and communicate clear quality benchmarks, performance thresholds, and QA evaluation methodologies.

• Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.

• Conduct mystery shopping calls to evaluate front-line service consistency.

• Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.

• Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.

• Organize and facilitate QA calibration sessions with CSEs and AMs to ensure consistent standards and interpretations.

• Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.

• Identify common knowledge or policy gaps and support the L&D Manager in the design and delivery of targeted training content.