Quality Analyst – Contact Center (Madagascar)

About the role

We are seeking a detail‑oriented Quality Analyst to join our Contact Center Quality team in Madagascar. The role focuses on monitoring and evaluating customer interactions, ensuring compliance with quality standards, and driving continuous improvement.

Key responsibilities

• Conduct quality evaluations of customer interactions according to internal and client‑defined standards.
• Provide timely, objective, and constructive feedback to agents and team leads.
• Identify quality trends, process gaps, and recurring performance issues through data analysis.
• Participate in internal and client calibration sessions to maintain scoring consistency.
• Maintain accurate quality documentation, evaluation records, and reports.
• Prepare and present daily, weekly, and monthly quality reports with key insights.
• Support root‑cause analysis and recommend corrective and preventive actions.
• Collaborate with Operations, Training, and Quality leadership to improve customer experience and operational performance.

Required profile

• 2–3 years of Quality Assurance experience in a BPO or Contact Center environment.
• Fluent French (native or near‑native proficiency).
• English proficiency at B2/C1 level or above.
• Strong analytical, problem‑solving, and attention‑to‑detail skills.
• Excellent verbal and written communication abilities.
• Ability to work 24/7 rotational shifts in an office setting.

Required skills

• Proficiency in Microsoft Excel and related reporting tools.