Quality Analyst Senior Executive

The Quality Coach is responsible for monitoring, evaluating, and improving the quality of customer interactions and operational performance. This role partners closely with frontline agents, supervisors, and leadership to drive consistent service excellence, compliance, and customer satisfaction through coaching, feedback, and continuous improvement initiatives.

Data Analysis and Reporting:

   Analyze and interpret complex data sets to provide insightful reports for management.

   Generate regular and ad-hoc reports as per organizational requirements.

Monitor and evaluate customer interactions (calls, chats, emails, cases) against quality standards, policies, and compliance requirements

Provide timely, constructive coaching and feedback to agents to improve performance and adherence to quality expectations

Identify performance trends, root causes, and systemic issues impacting quality or customer experience

Partner with Operations, Training, and Leadership to address skill gaps and recommend improvement strategies

Conduct calibration sessions to ensure scoring consistency and alignment across teams

Track, document, and report quality results, coaching outcomes, and improvement plans

Recognize strong performance and promote a culture of continuous improvement

Ensure compliance with regulatory and client-specific requirements

Deliver one-on-one and group coaching sessions

Create action plans to address performance gaps and measure progress

Support agents in building confidence, product knowledge, and communication skills

Act as a subject matter expert on quality standards and customer experience expectations