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Customer Service Quality Assurance (QA) Analyst

Taptap Send· Customer Experience
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CasablancaFull-timePosted 3mo ago

About the role

QA Analyst responsible for evaluating AI & human interactions across email, call, and chat to ensure quality, compliance, and customer experience standards; coordinates QA processes and relationships with BPO partners, driving continuous improvement through coaching, calibration, and performance insights.

Responsibilities

  • Review and assess customer support interactions across email, voice, and chat channels against defined QA standards and KPIs
  • Provide objective, detailed, and actionable feedback to agents and team leaders
  • Identify recurring issues, trends, and root causes affecting customer experience and operational performance
  • Act as a primary point of contact for QA-related matters with BPO partners
  • Ensure consistent application of quality standards across internal teams and BPO sites
  • Support alignment between BPO sites and internal expectations, processes, and performance goals
  • Act as the main leading force to ensure QA performance meets targets during WBRs
  • Coordinate and, where appropriate, deliver agent coaching sessions based on QA findings
  • Ensure sites provide adjusted coaching and liaise with our Trainer
  • Identify patterns in mishandlings/product knowledge gaps and ensure quiz/refreshers are prepared to improve global performance
  • Partner with team leaders to support targeted development plans for underperforming agents
  • Monitor post-coaching performance to assess effectiveness and improvement
  • Organise and facilitate regular QA calibration sessions between BPO sites and internal team leaders
  • Ensure scoring consistency and shared understanding of quality expectations across locations
  • Document calibration outcomes and follow up on agreed actions
  • Prepare regular QA reports and insights for stakeholders, including trends, risks, and recommendations
  • Contribute to the evolution of QA frameworks, scorecards, and guidelines
  • Support initiatives aimed at improving customer experience, agent performance, and operational efficiency

Qualifications

  • Strong organisational skills and attention to detail
  • Critical analysis
  • Strong understanding of customer support KPIs and quality frameworks
  • Demonstrates strong QA results
  • Strong sense of ownership with excellent communication and stakeholder management skills
  • Ability to deliver constructive feedback in a professional and supportive manner
  • Additional languages are welcome and a +

Skills

Required:Quality assurance and evaluationFeedback and coachingStakeholder management

Benefits

  • Not specified in the description
Last updated Oct 1, 2026. Interested? Apply on the company site.

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