Quality Analyst
1. Summary
The Quality Analyst is responsible for monitoring and evaluating agent interactions to ensure adherence to quality, compliance, process, and client standards. The role will identify performance trends and gaps, provide actionable feedback, and partner with Operations and Training teams to drive continuous improvement and enhance customer experience.
2. Qualifications
• Minimum [X months/years] of experience in a contact center, Quality, Training, SME, or related support role.
• Strong understanding of APH processes, policies, quality standards, and customer service expectations.
• Consistent performance in the current role with a demonstrated track record of meeting or exceeding performance expectations.
• Strong attendance and adherence to company policies.
• Demonstrated ability to work collaboratively with teams and cross-functional stakeholders.
• Prior experience in quality monitoring, auditing, coaching, or performance evaluation is preferred.
3. Skills & Competencies
• Quality Assurance & Monitoring – Ability to evaluate interactions accurately against established quality standards.
• Communication Skills – Strong verbal and written communication skills with the ability to clearly articulate findings and provide constructive feedback.
• Analytical & Critical Thinking – Ability to analyze data, identify trends, and make fact-based assessments.
• Root Cause Analysis & Problem Solving – Ability to identify underlying issues and recommend effective solutions.
• Coaching & Feedback – Ability to provide clear, objective, and actionable feedback to support performance improvement.
• Policy,



Process & Compliance Knowledge – Ability to consistently apply business processes, policies, and compliance requirements.
• Attention to Detail – Strong focus on accuracy, consistency, and identifying quality gaps.
• Reporting & Data Analysis – Ability to interpret quality data and communicate meaningful insights.
• Stakeholder Management – Ability to build effective relationships with agents, leadership, and cross-functional teams.
• Objectivity & Skilled Judgment – Ability to evaluate performance fairly, consistently, and without bias.
4. Job Description
• Monitor and evaluate agent interactions against established quality, compliance, and client standards.
• Conduct quality evaluations and calibration sessions with accuracy and consistency.
• Identify quality gaps, trends, and recurring issues and recommend appropriate corrective actions.
• Provide timely and constructive feedback to improve agent performance and customer experience.
• Partner with Operations, Training, and other stakeholders to address performance and process gaps.
• Prepare and analyze quality reports and communicate key findings and trends to leadership.
• Ensure consistent application of quality guidelines, policies, procedures, and compliance requirements.
• Support quality improvement initiatives and recommend opportunities to improve processes and customer experience.
• Maintain effective communication with agents, peers, leadership, and cross-functional teams.
• Manage assigned evaluations, reporting, and quality activities within established timelines while maintaining accuracy.

📌 Quality Analyst (Ahmedabad)
🏢 Advantmed
📍 Ahmedabad