Roles / Contact Center / Quality Assurance Analyst (Contact Center)

Quality Assurance Analyst (Contact Center)

Evaluate and improve call quality, agent performance, and customer experience through audits and feedback.

UK Salary Range

£28,000 - £38,000

Sri Lanka Salary Range

£14,000 - £20,000

Key Skills Required

Call Monitoring Feedback Performance Evaluation Compliance Checks Reporting

Role & Responsibilities

  • ✓ Monitor inbound and outbound calls for quality
  • ✓ Score agent interactions based on QA metrics
  • ✓ Provide coaching feedback to agents
  • ✓ Identify trends in customer issues
  • ✓ Maintain QA documentation and reports

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