Quality Assurance Analyst – Contact Center

About the role

The Quality Assurance Analyst evaluates transactions between Operations Customer Experts (OCEs) and customers across voice, email, chat, social media and other channels. The role identifies improvement opportunities to help TP meet client expectations and increase satisfaction for end‑users, OCEs and clients.

Key responsibilities

• Maintain independence and objectivity while assessing OCE performance.
• Conduct calibration sessions to ensure consistent evaluation criteria.
• Document detailed evaluations with evidence from calls or interactions.
• Perform spot checks on supervisor evaluations to verify accuracy.
• Identify risks, potential fraud and security‑related issues and suggest internal controls.
• Provide findings to improve OCE performance and operational results.
• Report non‑conforming situations and recommend training needs.
• Contribute to continuous‑improvement initiatives across the department.

Required profile

• Bachelor’s degree or higher (preferably).
• Fluent in English.
• 2–5 years of experience in a contact‑center environment.
• Strong analytical and proactive reporting abilities.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• BMS system
• Production tools
• Phone and email system