At M-KOPA, we believe that exceptional customer service is the heart of our success. Our Contact Center is the first touchpoint for many customers, and we are committed to delivering service excellence.

That's where you come in. We are looking for a passionate and detail-oriented Contact Center Quality Analyst to help elevate our customer service experience. This role is essential in ensuring that our customer interactions meet the highest standards, fostering loyalty and satisfaction in every interaction.

Your Role in Our Story

Imagine stepping into a dynamic environment where each day presents a new opportunity to shape the customer experience. As a Contact Center Quality Analyst, you will be the guardian of quality in every conversation, from a customer's initial inquiry to the resolution of their concerns.

You will be the voice behind the scenes, offering critical feedback and driving process improvements that leave lasting impacts. You will listen to calls, review chat transcripts, and observe email communications, ensuring that agents follow protocols, adhere to scripts, and meet regulatory requirements.

Every interaction is an opportunity for you to enhance not just the performance of an agent but the overall customer experience. Your work will identify areas for growth, and through your insight, you’ll help shape targeted training programs to close the gaps and elevate service quality.

Key Job Functions

In this role, you will be responsible for quality monitoring and evaluation. This includes listening to calls, reviewing chat transcripts, or observing email communications to ensure agents follow company protocols, adhere to scripts, comply with legal and regulatory requirements, and consistently deliver high-quality service. You will assess the performance of individual agents based on predetermined quality metrics and provide constructive feedback to improve performance. A key aspect of the role involves identifying training needs by analyzing trends and patterns in customer interactions. You’ll collaborate with training teams to develop and implement targeted programs to address specific skill gaps.

Another critical function is process improvement. By identifying inefficiencies or gaps in existing call center processes and procedures, you’ll conduct deep dive analysis and suggest improvements that enhance operational efficiency and streamline workflows, ultimately improving the customer experience. You will also play a vital role in ensuring calibration across the team, guaranteeing consistency and accuracy in performance evaluations. This will require a solid understanding of the company’s products, systems, and processes across different stakeholders, including BPO, Quality Analysts, Operations, and Training.

Additionally, you will oversee the certification of new hires during their on-the-job training (OJT), ensuring that they meet the required standards while maintaining an excellent customer experience. Involvement in ad-hoc activities, such as mystery shopping and time and motion analysis, will further enhance your ability to provide deeper insights into operational efficiencies and the overall customer journey.

What You Bring to the Table

In this role, attention to detail is essential as you will ensure that nothing slips through the cracks. Your analytical skills will be invaluable in analyzing data and spotting trends that drive continuous improvements.

Effective communication skills are critical as you will provide feedback and collaborate across teams. Your innovation and creativity will allow you to find solutions that go beyond identifying problems, while your strong sense of customer-centricity ensures that customer needs always come first.

Additionally, your expertise in conflict management will help you remain composed and resolve issues efficiently when they arise.

Your Experience and Qualifications

You’ll need 2+ years of experience in a customer service role, ideally in a contact center environment, and a bachelor’s degree in a relevant field. You should be proficient in the Microsoft Office Suite and have knowledge of quality assurance best practices and call center dynamics. The ability to deliver results within strict turnaround times and previous experience as a Call Center Quality Analyst will be highly advantageous.

Why You Will Love Working Here

At M-KOPA, we offer more than just a job. You will join a team that values innovation, supports personal growth, and champions a customer-first culture. If you’re looking for a role that challenges you to bring your best self every day while making a meaningful impact on the customer experience, this is the place for you.

Take the next step in your career—apply now and help us continue to set the standard for excellence in the contact center industry!