Quality Analyst
Core
Lead Customer Experience/Quality Analyst responsible for completing CX observations, driving continuous improvement in customer interactions, and delivering team-level analysis to improve performance metrics.
Role type
Lead Customer Experience/Quality Analyst
Builds
Customer satisfaction (CSAT), issue resolution rates, and ASAT scores for assigned teams
Domain
Call Center Operations / Customer Experience Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Quality audit & coaching process, data analysis, root cause identification, calibration session participation, performance metric tracking, constructive feedback delivery, Microsoft Office proficiency
Preferred skills
Call center experience, customer orientation, service-oriented attitude, pattern recognition
Responsibilities
Complete CX observations using designated forms, deliver team-level analysis on CSAT/Issue Resolution/ASAT, drive consultant improvement through targeted recommendations, produce Level 1 analysis (Top Contact Driver, Defects, Lead/Lag), attend client and internal calibration sessions, maintain required contact handling hours
Seniority
Mid-level Lead
