Job Summary

• As a Quality Analyst, you are responsible for independently validating frontline execution while actively contributing to performance improvement across the telecommunications customer service and renewal program.
• Your role goes beyond traditional QA auditing; you will conduct call and transaction audits, analyze trends, identify revenue and compliance risks, and deliver structured coaching and performance feedback to drive measurable improvement.
• This position requires strong reporting expertise, hands-on experience in sales and renewal environments, and proven capability in coaching and performance management within a contact center setting.

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Skills & Requirements

Key Requirements

• 3-5 years BPO operations experience
• 2+ years sales/renewals experience
• Contact center coaching experience
• Advanced Excel and dashboard creation
• Bachelor's degree preferred

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