Job Summary

Quality BPO is seeking a highly detail-oriented and analytical Quality Assurance Analyst (Voice/Non-Voice) to join our growing team. In this role, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions across voice and non-voice channels. You will help ensure that agents deliver exceptional customer service, follow internal guidelines, and align with client expectations. This position is ideal for someone who thrives in a structured environment, has strong evaluation skills, and is passionate about driving consistent service excellence.

Key Responsibilities

• Monitor and evaluate voice and non-voice interactions (calls, emails, chats, and tickets) using defined quality parameters.

• Provide constructive feedback to agents to enhance communication skills, accuracy, and performance.

• Identify training needs, skill gaps, and recurring issues through data-driven insights.

• Prepare and maintain detailed QA reports, scorecards, and trend analyses.

• Collaborate with training, operations, and leadership teams to improve process efficiency.

• Participate in calibration sessions to ensure consistent scoring and alignment with client expectations.

• Recommend process improvements that enhance customer satisfaction and operational effectiveness.

• Ensure compliance with company policies, client standards, and regulatory guidelines.

• Assist in developing QA evaluation forms, monitoring templates, and quality frameworks.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field (preferred).

• Strong understanding of BPO quality processes and customer service best practices.

• Excellent communication skills (written and verbal).

• Strong analytical and organizational skills with keen attention to detail.

• Proficiency in QA tools, CRM systems, ticketing platforms, and Microsoft Office/Google Workspace.

• Ability to provide clear, unbiased evaluations and constructive feedback.

Experience

• Minimum 1–3 years of experience as a Quality Analyst in voice or non-voice BPO operations.

• Experience handling US/UK/AU accounts is an advantage.

• Prior involvement in calibration sessions, quality audits, and root cause analysis preferred.

Working Hours

• Full-time position.

• Shifting schedules depending on client requirements (may include night shifts, weekends, or holidays).

• Remote or hybrid options available depending on location and project needs.

Knowledge, Skills and Abilities

• Strong knowledge of QA methodologies, evaluation frameworks, and service metrics.

• Ability to work independently, manage multiple priorities, and meet deadlines.

• High level of professionalism, integrity, and discretion.

• Problem-solving mindset with the ability to propose creative process improvements.

• Client-focused attitude with a commitment to continuous improvement.

Benefits

• Competitive salary package and performance incentives.

• Opportunities for career development and internal promotions.

• Health insurance and wellness support (based on company policy).

• Paid time off, holidays, and work-life balance programs.

• Supportive and collaborative remote work environment.

Why Join Quality BPO?

At Quality BPO, we take pride in delivering exceptional customer experiences through innovation, teamwork, and top-tier service standards. Joining our team means becoming part of a dynamic organization that values your expertise, encourages your growth, and provides a platform to make meaningful impact. This is your opportunity to build a rewarding career in a company that truly invests in its people.

How to Apply

Interested candidates may send their updated resume and a brief cover letter to us with the subject line:
“Application – Quality Assurance Analyst (Voice/Non-Voice)”
Shortlisted applicants will be contacted for assessment and interview.