Call Quality Analyst Job Description and KRAs

A Call Quality Analyst audits customer calls and interactions to check they meet the quality and compliance standard. They score interactions against the quality form, note what went well and what did not, and give agents and team leaders clear feedback to improve. They are the ears that protect customer experience. A good Call Quality Analyst audits fairly and consistently, spots the behaviours that help or hurt customers, gives feedback agents can act on, and flags compliance and process issues before they become bigger problems.

Detail	For this role
Department	Customer Support
Level	Mid level
Reports to	Quality Manager (Contact Centre)
Direct reports	None
Experience	2 to 5 years in a contact centre with some quality exposure

Call Quality Analyst job description template

Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.

Job title: Call Quality Analyst

Department: Customer Support

Reports to: Quality Manager (Contact Centre)

Location: [City], [office, branch or site]

About the role

Key responsibilities

Audit customer calls, chats and emails against the quality and compliance form.
Score each interaction fairly and record specific, evidenced observations.
Give agents and team leaders clear, actionable feedback on the audits.
Identify behaviours that improve or hurt customer experience and resolution.
Flag compliance, script and process breaches clearly for corrective action.
Take part in calibration sessions to keep scoring consistent.
Track quality trends by agent and team and share them with the quality manager.
Support root cause analysis on repeated quality issues with the operations team.
Maintain audit records and quality data accurately for reporting and review.
Suggest coaching focus areas based on the audit findings.

Requirements

Graduate in any discipline
Experience on a customer support or voice process
Strong listening and communication skills
2 to 5 years in a contact centre with some quality exposure

KRAs and KPIs for a Call Quality Analyst

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Audit volume	Planned audits completed per agent and team without gaps
Scoring fairness	Scoring within the calibrated range with low variance
Feedback quality	Feedback specific and actionable with agent improvement over time
Compliance capture	Compliance and script breaches caught and flagged
Records	Audit records and quality data kept accurate and current

Skills and tools

Call and interaction auditingQuality scoringFeedback deliveryCompliance awarenessCalibrationListening skillsData recordingAttention to detail

Tools used day to day: Call recording tools, Quality audit forms, CRM, MS Excel, Speech analytics.

Reporting line and career path

Moves up from: Customer Support Executive, Voice Process Executive
Next roles: Quality Manager (Contact Centre), Process Trainer, Customer Support Team Leader

Interview questions for a Call Quality Analyst

How do you audit a call fairly and consistently?
How do you give an agent feedback they will act on?
What do you do when you find a compliance breach in a call?
How do you keep your scoring aligned with other analysts?
How do you spot the behaviour behind a low customer satisfaction score?
How do you support coaching from your audit findings?

Managing a Call Quality Analyst in ZeniaHR

AttendanceQuality analysts usually work a general shift aligned to the process they audit, sometimes covering multiple shift windows. Attendance comes from web punch on the office network or biometric at the entry. Limit web punches to the office network with capture controls, and set the shift to match the audit coverage needed.LeavePlan leave so audit coverage is not left with gaps, and hand over the audit plan to a colleague first. Comp-off for weekend audit work during a push is credited in the leave ledger and should be cleared before it expires.Performance and KRAsSet the KRAs above as goals in the review cycle and review audit volume, scoring fairness and feedback quality monthly, with a quarterly formal review. Rate a new analyst on probation on the 1 to 5 probation review on accuracy and calibration with a comment.

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Frequently asked questions

What does a Call Quality Analyst do?

A Call Quality Analyst audits customer calls and interactions against the quality and compliance standard. They score each interaction fairly, record specific observations, and give agents and team leaders clear feedback to improve. They flag compliance and process breaches, take part in calibration, track quality trends, and suggest coaching focus areas from the findings.

What is the difference between a Call Quality Analyst and a Team Leader?

A Team Leader manages a team of agents, including their targets, adherence and daily support. A Call Quality Analyst independently audits interactions and gives quality feedback, usually across teams, reporting to the quality function rather than running a team. The analyst focuses on quality assessment; the team leader on managing people and delivery.

What qualifications does a Call Quality Analyst need?

A graduate degree with experience on a customer support or voice process is the usual base. Employers value strong listening and communication skills, fairness and consistency in scoring, and attention to detail. Familiarity with quality forms, calibration and compliance helps, and analysts often grow from experienced agent roles.