Quality Assurance Analyst

The Quality Assurance Analyst is responsible for ensuring that customer interactions and back-office transactions meet established quality standards and client expectations. The role involves monitoring and evaluating performance, providing feedback, and recommending process improvements to enhance overall service delivery.

Requirements

• Bachelor's degree in any field (preferred)
• 1-3 years of experience in a quality assurance role, preferably in a BPO/call center environment
• Proven track record of evaluating calls, chats, or back-office processes for quality and compliance
• Excellent communication skills
• Analytical mindset
• Attention to detail
• Technical proficiency in quality monitoring tools, CRM systems, MS Office Suite, and reporting software
• Interpersonal skills
• Problem-solving skills
• Time management skills

Benefits

• Competitive salary
• Benefits package
• Health insurance
• Paid time off
• Career development programs