Quality Assurance Analyst

Monitor and evaluate Patient interactions (calls, emails, chats) Ensure agents comply with quality standards, scripts, and procedures Provide feedback and coaching to improve agent performance Identify trends and areas for improvement Prepare quality reports and performance scorecards Work closely with team leaders and trainers for continuous improvement Conduct calibration sessions to maintain evaluation consistency Ensure compliance with company policies and client requirements  Working Hours  

• Fixed night shift: 7:00 PM – 4:00 AM
• 5 working days per week (Monday – Friday)
• 2 days off per week
• 1-hour lunch break

Requirements Minimum 1–2 years experience in BPO / Call Center Experience in call monitoring, quality scoring, and feedback Strong communication and analytical skills Good knowledge of quality metrics (CSAT, AHT, FCR) High attention to detail and problem-solving ability Ability to work in a fast-paced environment