Call center quality analyst

Call center quality analysts evaluate and improve the quality of customer service interactions. The work involves monitoring and scoring calls and interactions, identifying issues and coaching needs, reporting on quality, and helping improve agent performance and customer experience through analysis and feedback.

They work in call centres and customer service operations. The role suits analytical, detail-oriented, fair people who can evaluate interactions objectively, identify patterns and coaching opportunities, report on quality, support agent improvement, and combine analytical skill with the judgment and communication that monitoring and improving service quality requires.