Quality Analyst

Job Summary

The Quality and Compliance Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with company policies, client requirements, and regulatory standards. This role identifies performance gaps, provides actionable feedback, and partners with operations to improve service quality, customer satisfaction, and overall operational performance.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions using established quality standards.
• Ensure compliance with client requirements, company policies, regulatory guidelines, and data privacy standards.
• Conduct quality audits and compliance reviews, documenting findings and recommending corrective actions.
• Deliver timely and constructive feedback to agents, Team Leaders, and Operations Managers to drive performance improvement.
• Analyze quality trends and identify recurring is...