Quality Analyst

Role Overview 

As a Quality Analyst, you will be the guardian of operational excellence and brand integrity. Your mission is to ensure that every customer interaction—whether through voice or digital chat—adheres to the highest standards of accuracy, policy compliance, and professional service. This role requires a blend of analytical scrutiny, proactive coaching, and autonomous drive to exceed rigorous performance targets within the evolving payments landscape.

Key Responsibilities

• Quality Monitoring & Compliance: Actively monitor calls and chat transcripts to verify that agents are strictly following the account's specific policies and procedures. You will serve as the primary auditor for service consistency.
• Performance Coaching: Translate quality data into growth opportunities by coaching agents based on their performance metrics. You are responsible for delivering constructive feedback that inspires improvement.
• Strategic Improvement: Design and implement formal action plans for agents who fall below benchmarks. You will track their progress to ensure long-term development and operational success.
• Calibration & Alignment: Attend and contribute to both internal and external calibration sessions. This ensures that our internal quality standards remain perfectly aligned with client expectations and industry shifts.
• Escalation Management: Serve as a point of contact for complex issues, handling escalated customer concerns as required to ensure high-resolution rates and customer retention.
• Data Accuracy & Reporting: Review the accuracy of information input across various platforms. You will also prepare comprehensive reporting on order deficiencies to identify systemic issues and prevent recurrence.

Performance Expectations

• Target Achievement: You are accountable for achieving and exceeding performance expectations. This includes meeting daily, weekly, and monthly input targets while operating with a high degree of autonomy.
• Industry Expertise: Stay current with new product launches and emerging market trends within the payment industry. You will use this specialized knowledge to provide context and value during merchant conversations.
• Autonomous Execution: Demonstrate the ability to manage high-volume workloads and shifting priorities without constant supervision, ensuring all quality checks are completed with precision.