Quality Analyst – Contact Center (Madagascar)

About the role

The Quality Analyst will monitor and evaluate customer interactions in a contact‑center environment to ensure compliance with internal and client quality standards. The role supports continuous improvement by providing actionable feedback, participating in calibration sessions, and collaborating with Operations and Training teams.

Key responsibilities

• Conduct quality evaluations of customer calls, chats and emails according to defined standards.
• Provide timely, objective feedback to agents and team leads.
• Identify trends, process gaps and recurring performance issues through data analysis.
• Prepare daily, weekly and monthly quality reports and communicate insights.
• Support root‑cause analysis and recommend corrective actions.
• Participate in internal and client calibration sessions to ensure scoring consistency.
• Escalate quality risks and compliance issues promptly.

Required profile

• 2‑3 years of Quality Assurance experience in a BPO or contact‑center setting.
• Strong analytical abilities and attention to detail.
• Excellent verbal and written communication in French (fluent) and English (minimum B2/C1).
• Ability to work 24/7 rotational shifts from the office.
• Proven experience delivering coaching, calibration and feedback.

Required skills

• Proficiency in Microsoft Excel for reporting and data analysis.