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