Job Description

Job Title: Quality Analyst Department: Quality Assurance / Training and Quality Location: Rwanda (Kigali) Reports To: Quality Coordinator / Training and Quality Supervisor 1. Job Summary The Quality Analyst is responsible for monitoring and evaluating customer service interactions to ensure compliance with established quality standards, client requirements, and service level agreements. The role involves conducting quality audits, identifying performance gaps, providing feedback and coaching, analyzing quality trends, and recommending improvements to enhance service delivery and customer satisfaction. 2. Key Responsibilities A. Quality Monitoring and Audits • Conduct regular audits of customer interactions and operational processes against established quality standards. • Identify errors, compliance gaps, and areas requiring improvement. • Maintain accurate quality assessment records and ensure timely reporting of audit findings. • Support the Quality Coordinator and Training and Quality Supervisor in developing and maintaining quality standards. • Ensure customer interactions comply with client requirements, company policies, and applicable procedures. B. Feedback and Performance Improvement • Provide timely, constructive feedback and coaching to customer service representatives. • Collaborate with Team Leaders to address individual and team performance gaps. • Recommend targeted refresher training based on recurring errors and identified knowledge gaps. • Monitor the effectiveness of corrective actions and track improvements in quality scores. C. Quality Reporting and Analysis • Analyze quality scores, audit findings, and performance trends to identify recurring issues. • Prepare and submit accurate quality reports within agreed timelines. • Highlight significant quality concerns, emerging risks, and issues requiring management intervention. • Participate in quality calibration sessions to promote consistent and objective evaluations. • Recommend process improvements to enhance accuracy, compliance, and customer experience. D. Customer Experience and Operational Support • Evaluate customer interactions to ensure professional communication, accurate information, and effective issue resolution. • Assess adherence to service level agreements (SLAs) and first-contact resolution (FCR) standards. • Work with Operations and Training teams to improve service quality and customer satisfaction. • Participate in team meetings, quality reviews, and continuous improvement initiatives. E. Compliance and Information Security • Adhere to company policies, ethical standards, confidentiality requirements, and information security procedures. • Protect company, client, and customer information from unauthorized access or disclosure. • Handle personal and client data in accordance with applicable laws, contractual obligations, and company policies. • Promptly report suspected security incidents, data breaches, and compliance violations. Requirements 3. Educational and Professional Qualifications • Diploma or degree in a relevant field. • Proficiency in Microsoft Office applications. • Minimum typing speed of 45 words per minute (WPM). • C1-level English proficiency, with excellent grammar and written communication skills. • Fluency in both Canadian French and English is highly preferred. Bilingual candidates with strong verbal and written communication skills in both languages will be given preference. 4. Experience Requirements • At least two years of relevant professional experience, preferably within the Business Process Outsourcing (BPO) or contact centre industry. • Previous experience in customer service, quality assurance, or performance monitoring is desirable. • Experience conducting audits, analyzing reports, providing feedback, and supporting performance improvement initiatives is an advantage. 5. Key Skills and Competencies • Strong analytical skills and attention to detail. • Excellent written and verbal communication skills. • Ability to identify errors, interpret data, and recommend corrective actions. • Strong coaching, interpersonal, and feedback delivery skills. • Good understanding of quality assurance standards and customer service processes. • Excellent organizational and reporting skills. • Ability to work independently and collaboratively with cross-functional teams. • Customer-focused, proactive, self-motivated, and results-oriented. • Flexibility to work rotating day and night shifts. 6. Work Environment The role involves extended computer use, reviewing customer interactions, analyzing reports, and documenting audit findings. The employee may be required to sit for prolonged periods and occasionally stand or walk. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential duties.