As a Quality Assurance Analyst (QA), you will be the guardian of service excellence. Youll monitor and evaluate agent interactions, ensuring adherence to quality standards, compliance, and customer satisfaction for the Client account. Your feedback and insights will help agents deliver warm, professional, and accurate service to families booking their vacations.
Key Responsibilities
Monitor and evaluate calls, chats, and emails to ensure adherence to quality standards.
Provide actionable feedback and coaching to agents to improve performance.
Document findings in QA systems and generate reports for supervisors and managers.
Lead calibration sessions with Operations, Training, and the client to align QA standards.
Identify performance trends and recommend solutions for continuous improvement.
Collaborate with supervisors to support agent development and performance plans.
Ideal Candidate Profile
Minimum 1 year of experience in the BPO/contact center industry.
Strong English communication skills (C1).
Detail-oriented with strong analytical and documentation skills.
Previous QA, SME, or coaching experience is a plus.
Proficient in MS Office (Excel, Word, PowerPoint) and QA tools.
Strong coaching, communication, and collaboration skills.
Why Join Us?
Opportunity to work with a world-renowned hospitality & family entertainment brand.
Dynamic, people-first company culture at Allied Global.
Growth and career development opportunities.