Operations Quality Analyst – Intermediate

About the role

As an Operations Quality Analyst – Intermediate you will play a key role in optimizing agent performance and enhancing the overall customer experience. You will regularly review interactions across multiple channels, analyse data, and provide actionable insights to improve operational efficiency and quality.

Key responsibilities

• Perform analysis of agent interactions (calls, emails, chats, social media) against established metrics.
• Identify non‑compliance areas and prepare reports with actionable recommendations for Team Leaders.
• Conduct monthly workshops for low‑performing agents to address common audit findings.
• Provide focused QA support during agents’ nesting period and first 90 days.
• Lead calibration sessions to ensure consistent performance evaluation criteria.
• Assist with complex customer issues or escalations as required.
• Stay up‑to‑date with account‑specific processes and support onboarding of junior QA team members.
• Create QA‑related presentations for leadership and participate in client meetings when needed.

Required profile

• Intermediate level experience in quality assurance or operations within a contact‑center environment.
• Strong analytical mindset with ability to translate data into clear insights.
• Excellent communication skills for delivering feedback and conducting workshops.
• Ability to work collaboratively with team leaders, agents, and client stakeholders.

Required skills