Customer Support Quality Analyst

About the role

The Quality Analyst monitors and evaluates customer support interactions across chat and voice channels to ensure service quality, compliance with internal standards and a consistent customer experience. The role drives measurable improvement by spotting performance gaps, giving agents and supervisors actionable feedback and helping develop QA standards and rubrics.

Key responsibilities

• Evaluate interactions against the quality rubric, covering accuracy, compliance, tone, resolution quality and adherence to process.
• Deliver clear, constructive written feedback on each evaluated interaction.
• Work with L1 Lead Supervisors so feedback reaches agents promptly and is used in coaching.
• Prepare coaching reports on recurring quality themes, individual agent trends and priority development areas.
• Contribute to developing, calibrating and maintaining quality standards and rubrics.
• Support the local Support Excellence Coordinator on quality initiatives, reporting and ad hoc projects.
• Flag systemic issues such as process gaps, knowledge gaps, tooling problems or recurring customer pain points to management.
• Maintain daily throughput targets for evaluated interactions and complete assigned training, including LinkedIn Learning courses.

Required profile

• At least 12 months of experience in Quality Analysis/Assurance within customer support or a BPO environment.
• Fluency in English, French and Bambara; knowledge of other local languages is highly preferred.
• Proven track record of high-quality customer service and meeting performance standards.

Required skills

• Strong product and process knowledge with excellent attention to detail.
• High emotional intelligence, with strong communication, tact and diplomacy.
• Analytical, critical-thinking and questioning skills, able to identify gaps and recommend improvements.