We are looking for a detail-oriented and analytical QA Analyst to join our BPO (Business Process Outsourcing) team. The QA Analyst will be responsible for monitoring, evaluating, and improving the quality of customer interactions, ensuring compliance with company standards and client expectations. The ideal candidate should possess excellent analytical, communication, and problem-solving skills to drive continuous improvement.

Key Responsibilities:

• Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with quality standards.
• Provide constructive feedback to agents and team leaders to enhance performance and customer satisfaction.
• Develop and update quality assurance guidelines, scorecards, and evaluation forms.
• Collaborate with training and operations teams to identify areas for improvement and recommend training programs.
• Conduct calibration sessions with stakeholders to maintain consistency in quality assessments.
• Generate and analyze reports on quality trends, agent performance, and customer experience insights.
• Identify process gaps and propose solutions to enhance efficiency and service quality.
• Stay up to date with client expectations, industry best practices, and regulatory requirements.
• Assist in creating and implementing quality improvement initiatives.
• Handle special audits and investigations as required by management.

Requirements:

• Education: Bachelor's degree or equivalent experience preferred.
• Experience: Minimum of 2-3 years in a QA role within a BPO environment.
• Strong knowledge of quality assurance methodologies, call monitoring, and evaluation techniques.
• Proficiency in using QA tools, reporting software, and Microsoft Office Suite.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Attention to detail and ability to identify patterns and trends in data.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Flexibility to work in rotational shifts if required.

Preferred Qualifications:

• Experience in handling voice, chat, and email quality monitoring.
• Certification in quality assurance or Six Sigma methodologies is a plus.
• Familiarity with CRM systems and customer service best practices

About 1840 & Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.

Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.

We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.