Quality Analyst – Contact Center (Antananarivo)

About the role

We are seeking a motivated Quality Analyst to join our contact‑center team in Antananarivo. You will play a key part in ensuring that every customer interaction meets our high standards of service and compliance.

Key responsibilities

• Monitor and evaluate customer calls and chats against client and internal quality criteria.
• Provide timely, objective feedback to agents and team leads.
• Identify quality trends, performance gaps and improvement opportunities through data analysis.
• Conduct calibration sessions to maintain scoring consistency.
• Prepare daily, weekly and monthly quality reports with actionable insights.
• Perform Root Cause Analysis and recommend corrective and preventive actions.
• Collaborate with Operations, Training and Quality teams to enhance customer experience.
• Escalate quality risks and support continuous‑improvement initiatives.

Required profile

• 2–3 years of Quality Assurance experience in a BPO or contact‑center environment.
• Fluent French (native or near‑native) and English (minimum B2).
• Strong analytical, problem‑solving and communication skills.
• Ability to work in a fast‑paced, collaborative setting and manage multiple stakeholders.

Required skills

• Proficiency in Microsoft Excel for data analysis and reporting.