Quality Assurance Analyst

Job Summary

The Quality Assurance Analyst (QA) in a BPO setting is responsible for ensuring that customer interactions and back-office transactions meet established quality standards and client expectations. The QA will monitor and evaluate performance, provide feedback, and recommend process improvements to enhance overall service delivery.

Work Nature: BPO
Shift: Graveyard - Pacific hours
100% Remote

Key Responsibilities

1. Monitoring and Evaluation
   • Listen to recorded or live calls and review digital interactions (e.g., emails, chat, social media) to assess quality and compliance with policies and procedures.
   • Score interactions based on predefined quality metrics (e.g., accuracy, tone, adherence to script, compliance, etc.).
2. Reporting and Feedback
   • Document findings and maintain quality reports, dashboards, and scorecards.
   • Provide t...