Quality Analyst – Customer Experience

About the role

The Customer Experience Analyst ensures the quality and consistency of frontline interactions across calls, emails, chats and back‑office tasks. By monitoring transactions and performing root‑cause analysis, the analyst helps the Contact Center Operations team deliver an excellent customer experience that builds client confidence and loyalty.

Key responsibilities

• Monitor and audit CSR transactions against internal and external quality standards, identifying findings that drive business improvements.
• Create and maintain daily and periodic Customer Experience reports, including internal error logs, scorecard uploads and MIS dashboards.
• Analyze data affecting customer experience metrics, highlight immediate improvement areas and propose actionable recommendations.
• Investigate customer complaints and non‑compliance incidents, issue incident reports and recommend corrective actions.
• Prepare calibration material, participate in calibration sessions and build a call library for training and learning purposes.
• Support new‑hire and nesting audits, delivering timely findings to operations and training teams.
• Execute additional tasks assigned by the supervisor to meet quality objectives.

Required profile

• Proven experience in transaction monitoring and quality assurance within a contact‑center environment.
• Strong analytical mindset with the ability to interpret data and generate insightful reports.
• Familiarity with incident investigation and corrective‑action processes.
• Ability to collaborate with team leads, trainers and operations staff to align on quality standards.

Required skills

• Proficiency with Verint 11 or similar call‑monitoring platforms.
• Experience using MIS reporting tools and scorecard upload processes.