Call Center QA Analyst
About the role
The Call Center QA Analyst at MindPlus (Pvt) Ltd will be responsible for monitoring, evaluating, and documenting agent interactions across various channels to ensure compliance with quality standards and client requirements. Key responsibilities include reviewing call recordings, assessing adherence to scripts and procedures, identifying performance gaps, preparing feedback reports, and collaborating with supervisors and trainers to recommend improvements. The role also involves updating quality scorecards, supporting coaching initiatives, and contributing to continuous improvement by analyzing trends and refining quality assurance processes. The position is full-time and based on-site in Sri Lanka, within a collaborative and performance-focused team environment.
Must have
- Candidates should possess strong analytical skills for evaluating call center data, performance trends, and service quality.
- Candidates should possess quality assurance and quality control skills to monitor standards, identify deviations, and recommend corrective actions.
- Candidates should possess manual testing and test case development skills to validate workflows, scripts, and new processes within the call center environment.
- Ability to work on-site in Sri Lanka and collaborate within a diverse, performance-focused team environment.
Nice to have
- Experience in call center operations, customer service, or contact center environments is beneficial.
- Strong attention to detail, documentation skills, and proficiency with common office and reporting tools (e.g., Excel, QA platforms) are preferred.
- Effective communication skills and the ability to provide constructive, objective feedback to team members are important.
- A diploma or degree in Business, IT, Management, or a related field is an advantage.
Technologies
- Excel
- Manual Testing
Highlights
The role requires on-site work in Sri Lanka. A diploma or degree in Business, IT, Management, or a related field is considered an advantage but not mandatory. Experience in call center operations is beneficial but not strictly required.
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