Key Responsibilities

• Conduct quality audits on customer interactions (calls, chats, and emails).
• Evaluate agent performance against quality and client standards.
• Provide timely, actionable feedback to Operations and frontline teams.
• Analyze quality trends and identify opportunities for process improvement.
• Prepare and present quality reports, calibrations, and insights to stakeholders.
• Participate in client calibrations and quality review sessions.
• Ensure compliance with account policies, procedures, and regulatory requirements.
• Partner with Operations, Training, and Leadership teams to improve customer experience and business performance.

Qualifications

• Mandatory: Prior experience supporting the Expedia account/program.
• At least 2 years of Quality Analyst experience in a BPO environment.