Quality Assurance (QA) Analyst
On-siteCasablanca, Casablanca-Settat, Morocco
Job Summary
Evaluate customer support interactions across email, voice, and chat channels against defined QA standards and KPIs to ensure consistent quality and compliance. Act as the primary point of contact for dedicated BPO sites, managing relationships to align expectations, identify gaps, and drive continuous improvement through coaching, calibration, and performance insights. Coordinate agent development sessions, facilitate cross-site calibrations for scoring consistency, and prepare targeted training materials to address recurring issues and product knowledge gaps. Prepare regular QA reports for stakeholders, track site progress toward 4.5 targets, and ensure accurate data presentation during weekly business reviews. Partner with internal team leaders to support underperforming agents and contribute to the evolution of QA frameworks and guidelines.
Required Qualifications
- Strong organisational skills and attention to detail
- Critical analysis
- Strong understanding of customer support KPIs and quality frameworks
- Demonstrates strong QA results
- Strong sense of ownership
- Excellent communication and stakeholder management skills
- Ability to deliver constructive feedback in a professional and supportive manner
- Strong judgment and consistency in quality assessments
- Collaborative approach to working across teams and external partners
- Proactive problem-solver with a continuous improvement focus
Desired Qualifications
- Additional languages
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