Junior Quality Analyst for Call Center Process

Job Summary

The Elite Job is seeking a dedicated and detail-oriented Junior Quality Analyst to join our dynamic call center team. In this role, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions. Your contribution will directly impact customer satisfaction, operational excellence, and service efficiency. This position is ideal for individuals who are analytical, driven, and eager to grow within a thriving organization.
Key Responsibilities
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Monitor inbound and outbound calls to assess agent performance against quality standards.
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Evaluate call recordings and provide constructive feedback to enhance customer service delivery.
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Identify trends, common issues, and opportunities for improvement in customer interactions.
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Support the development of call center training materials and coaching sessions.
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Collaborate with team leaders and trainers to ensure quality benchmarks are consistently achieved.
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Prepare detailed reports on quality scores, agent performance, and customer experience.
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Ensure compliance with organizational policies and industry regulations.
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Assist in implementing continuous improvement initiatives across the call center process.
• Required Skills and Qualifications
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Bachelors degree in Business Administration, Communication, or a related field (or equivalent work experience).
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Strong listening, analytical, and problem-solving skills.
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Excellent verbal and written communication abilities.
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Proficiency in MS Office tools (Word, Excel, PowerPoint).
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Ability to provide constructive feedback with a positive and professional approach.
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Detail-oriented with strong organizational and documentation skills.
• Experience
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0–2 years of experience in call center operations, customer service, or quality analysis.
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Fresh graduates with excellent communication and analytical abilities are encouraged to apply.
• Working Hours
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Full-time position.
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Standard working hours: 9:00 AM – 6:00 PM, Monday to Friday.
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Flexibility to work extended hours if required by business needs.
• Knowledge, Skills, and Abilities
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Understanding of call center performance metrics (AHT, CSAT, FCR, etc.).
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Ability to work under pressure while maintaining accuracy and focus.
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Strong teamwork and collaboration skills.
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Passion for delivering outstanding customer experience.
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Willingness to learn and adapt in a fast-paced environment.
• Benefits
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Competitive salary package with performance-based incentives.
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Health and wellness benefits.
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Paid time off, holidays, and sick leave.
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Opportunities for professional growth and career advancement.
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Supportive and inclusive workplace culture.
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Training and development programs to enhance skills and knowledge.
• Why Join The Elite Job?

At The Elite Job, we believe in empowering our employees to grow and succeed. You will be part of a forward-thinking company that values innovation, collaboration, and excellence. By joining us, you will gain hands-on experience, professional development opportunities, and the chance to make a real impact on customer satisfaction and business success.
How to Apply

Interested candidates are invited to send their updated resume and cover letter to us with the subject line: Application – Junior Quality Analyst (Call Center Process).
Shortlisted candidates will be contacted for the next steps in the recruitment process.

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