QUALITY ANALYST – iSON Xperiences

VACANCY 

Key Responsibilities

• Evaluate customer service interactions including calls, chats, and emails against quality standards and scorecards.

• Complete evaluation forms, ensuring consistency and fairness in scoring.

• Identify deviations from processes, soft skills, compliance protocols, and product knowledge.

• Provide clear and documented feedback to team leaders and the Quality Team Leader.

• Escalate recurring calibration sessions to align scoring across the QA team.

• Maintain accurate records of assessments and hold confidentiality at all times.

• Assist with special QA-related projects.

Qualifications

• BGCSE/Diploma in any field.

• Previous experience in quality assurance or call center operations.