Quality Assurance Analyst

About the role

XtendOps is looking for a detail-oriented and experienced Quality Assurance Analyst to join its BPO team. The role monitors customer interactions, evaluates performance against quality standards, identifies areas for improvement, and provides actionable feedback to help drive service excellence.

Responsibilities

• Monitor and evaluate customer interactions, including calls, chats, and emails, based on established quality standards.
• Conduct quality audits and ensure compliance with company and client requirements.
• Provide timely and constructive feedback to agents and operations teams.
• Identify trends, recurring issues, and opportunities for process improvement.
• Work with Team Leads, Operations, and Training teams to address performance gaps.
• Prepare and maintain accurate QA reports, scorecards, and performance records.
• Participate in calibration sessions to ensure consistent and accurate quality evaluations.
• Escalate critical quality, compliance, or customer experience concerns when necessary.
• Assist in developing and implementing quality improvement initiatives.
• Ensure adherence to company policies, processes, and client-specific requirements.
• Maintain confidentiality and accuracy when handling customer and business information.
• Perform other quality-related tasks as assigned.

Requirements

• At least 1 year of experience as a Quality Assurance Analyst in the BPO/contact center industry.
• Strong understanding of quality assurance processes, KPIs, and performance metrics.
• Experience evaluating customer interactions and providing actionable feedback.
• Excellent communication, analytical, and problem-solving skills.
• Strong attention to detail and ability to identify process or performance gaps.
• Proficient in Microsoft Office and Google Workspace.
• Ability to work independently while collaborating effectively with Operations and Support teams.
• Willing to work on shifting schedules, weekends, holidays, and/or night shifts.

Datos clave

• At least 1 year of experience as a Quality Assurance Analyst in the BPO/contact center industry.
• The role monitors calls, chats, and emails against established quality standards.
• Willing to work on shifting schedules, weekends, holidays, and/or night shifts.

Salario estimado

Salario estimado para servicio al cliente en República Dominicana: DOP 15.500 - 31.500 al mes, según 28 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.