Sneha Nandra

QA Analyst Monitors customer interactions (calls, chats, emails) Evaluates agent performance using predefined scorecards Provides feedback and coaching points to improve quality Core Responsibilities 1. Monitoring & Evaluation Review customer interactions for accuracy, tone, and compliance Ensure adherence to SOPs and client guidelines 2. Feedback & Coaching Share structured feedback with agents Identify training needs and skill gaps Support continuous improvement of agents 3. Process Improvement Analyze trends and recurring issues Suggest improvements in workflows, scripts, or tools Drive initiatives to improve customer experience (CSAT) 4. Compliance & Audit Ensure agents follow regulatory and company policies Conduct internal audits and maintain documentation 5. Reporting & Metrics Track KPIs like CSAT, QA scores, AHT (Average Handling Time), FCR Prepare reports and dashboards for stakeholders 6. Calibration & Standardization Align scoring standards across QA team and operations Reduce subjectivity in evaluations