Job Summary
The Quality and Compliance Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with company policies, client requirements, and regulatory standards. This role identifies performance gaps, provides actionable feedback, and partners with operations to improve service quality, customer satisfaction, and overall operational performance.
Key Responsibilities
- Monitor and evaluatecalls, emails, chats, and other customer interactions using established quality standards.
- Ensure compliance with client requirements, company policies, regulatory guidelines, and data privacy standards.
- Conduct quality audits and compliance reviews, documenting findings and recommending corrective actions.
- Deliver timely and constructive feedback to agents, Team Leaders, and Operations Managers to drive performance improvement.
- Analyze quality trends and identify recurring issues impacting customer experience and operational performance.
- Prepare and present quality and compliance reports, scorecards, and performance dashboards.
- Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
- Collaborate with Operations, Training, and Learning & Development teams to improve processes and close performance gaps.
- Support internal and external compliance audits and ensure documentation is complete and accurate.
- Recommend process improvements that enhance quality, compliance, and customer satisfaction.
Qualifications
- At least 1–2 years of experience as a Quality Analyst, Compliance Analyst, or similar role in a BPO or contact center environment.
- Strong knowledge of quality assurance methodologies, compliance standards, and customer service best practices.
- Experience using quality monitoring tools, scorecards, and reporting platforms.
- Excellent analytical, communication, coaching, and documentation skills.
- Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
- Ability to work independently and collaboratively in a fast-paced environment.
- Willing to work on shifting schedules, weekends, and holidays as required.
