Quality Assurance (QA) Analyst

About the role

The Quality Assurance (QA) Analyst will evaluate AI‑driven and human interactions across email, voice, and chat channels to ensure consistent quality, compliance, and an excellent customer experience. You will partner with internal leaders and BPO site managers to drive continuous improvement through coaching, calibration, and performance insights.

Key responsibilities

• Review and assess support interactions against defined QA standards and KPIs.
• Maintain a global QA target score of 4.5 and ensure at least 90% of agents achieve this threshold.
• Act as the primary point of contact for assigned BPO sites, overseeing weekly assessment targets per agent and channel.
• Prepare accurate data for Weekly Business Reviews and communicate actionable insights.
• Follow up on corrective actions to guarantee progress and compliance.
• Identify recurring issues, trends, and root causes affecting customer experience and operational performance.

Required profile

• Proven experience in quality assurance within contact‑center or BPO environments.
• Strong analytical mindset with the ability to interpret data and generate insights.
• Excellent communication skills for delivering feedback and coaching to agents and team leaders.
• Comfortable collaborating with cross‑functional teams and external partners.

Required skills