Quality Assurance Analyst

About the role

We are looking for a Quality Assurance Analyst to ensure that our Community and Call Centre teams deliver high‑quality customer interactions. The role involves auditing CRM leads, reviewing call recordings, and providing actionable feedback to improve service standards.

Key responsibilities

• Audit leads in the CRM to verify timely follow‑ups.
• Review and audit calls made by Community and Call Centre teams for compliance with quality standards.
• Provide detailed, constructive feedback based on call audits.
• Identify improvement areas in customer interactions and recommend actionable steps.
• Collaborate with team leaders to develop and implement quality improvement strategies.
• Maintain comprehensive records of audits and feedback.
• Ensure all customer interactions comply with company policies and procedures.

Required profile

• Proven experience in a Quality Assurance role, preferably within a customer service or call centre environment.
• Strong analytical mindset with meticulous attention to detail.
• Excellent communication and interpersonal abilities.
• Ability to deliver constructive feedback positively and effectively.
• Fluency in English.

Required skills

• Proficiency with CRM systems.
• Experience using call auditing tools.