Customer Service Quality Assurance (QA) Analyst

About the role

The Quality Assurance Analyst will evaluate AI‑driven and human customer interactions across email, voice, and chat to ensure consistent quality, compliance, and an excellent customer experience. The role works closely with internal leaders and BPO partners to drive continuous improvement through coaching, calibration, and performance insights.

Key responsibilities

• Review and assess support interactions against defined QA standards and KPIs, providing detailed, actionable feedback.
• Act as the primary point of contact for QA matters with BPO partners, ensuring consistent application of quality standards.
• Coordinate agent coaching sessions, develop quizzes/refreshers, and monitor post‑coaching performance.
• Organise regular QA calibration sessions to ensure scoring consistency across sites.
• Prepare and present regular QA reports, highlighting trends, risks, and recommendations for improvement.

Required profile

• Strong organisational skills and attention to detail.
• Critical analysis and strong understanding of customer support KPIs and quality frameworks.
• Excellent communication and stakeholder‑management abilities with a strong sense of ownership.
• Ability to deliver constructive feedback in a professional, supportive manner.