The Quality Analyst for the Sales Customer Retention Team is responsible for monitoring, evaluating, and providing feedback on the quality of customer interactions to ensure adherence to company standards and client requirements. This role plays a key part in driving continuous improvement in customer experience, sales compliance, and agent performance by identifying gaps, conducting root cause analysis, and recommending actionable insights. The Quality Analyst works closely with operations, training, and leadership to ensure the delivery of excellent customer service and sales retention outcomes.Job Responsibilities
Your future duties and responsibilities:• Monitor and evaluate inbound and outbound customer interactions (calls, chats, or emails) to assess quality, compliance, and effectiveness of sales retention techniques.
• Ensure adherence to scripts, regulatory guidelines, and client-specific requirements.
• Identify trends and common issues and collaborate with team leads and trainers for performance improvement initiatives.
• Provide detailed, constructive feedback to agents and supervisors in a timely and professional manner.
• Develop and maintain QA scorecards, calibration sessions, and quality standards documentation.
• Conduct root cause analysis and recommend corrective actions to address performance issues.
• Track and report quality metrics, identifying opportunities for coaching, upskilling, or process enhancements.
• Support the development of quality assurance procedures and recommend process improvements for optimal results.
• Participate in training and onboarding of new QAs or agents to ensure understanding of quality standards.
• Collaborate with cross-functional teams to ensure alignment on quality expectations and continuous improvement.
• Minimum of 1–2 years of quality assurance experience in a contact center, preferably within sales or customer retention programs.
• Strong understanding of customer service and sales processes in the telecommunications or BPO industry.
• Excellent analytical, listening, and communication skills.
• Familiarity with quality monitoring tools, call recording systems.
• High attention to detail and accuracy in evaluating interactions and documenting results.
• Ability to deliver constructive feedback in a clear and supportive manner.
• Proficient in MS Office (Excel, PowerPoint, Word) and quality tracking tools.
• Strong organizational and time management skills; ability to manage multiple tasks in a fast-paced environment.
• Flexible working in shifts or extended hours when needed.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.