Operations Quality Analyst – Intermediate

About the role

The Operations Quality Analyst plays a pivotal role in optimizing agent performance and enhancing the overall customer experience. You will evaluate agent interactions across multiple channels, provide data‑driven insights, and support continuous operational improvement.

Key responsibilities

• Analyze recorded calls, emails, chats, and social media interactions to assess performance against established metrics.
• Identify non‑compliance areas and prepare actionable reports for Team Leaders.
• Conduct monthly workshops for low‑performing agents to address common audit findings.
• Provide focused QA support during nesting and the first 90 days of an agent’s tenure.
• Lead calibration sessions to ensure consistent evaluation criteria.
• Assist with complex customer issues and escalations as needed.
• Stay current with account‑specific requirements, including operational calls and other defined activities.

Required profile

• Intermediate level experience in quality analysis or agent performance evaluation.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills for delivering workshops and reports.

Required skills

What we offer

• Opportunity to work with a global leader in customer experience transformation.
• Collaborative environment that values data‑driven decision making.
• Access to cutting‑edge AI and digital experience platforms.