Quality Analyst

The Role

The Quality Analyst ensures that every customer interaction reflects Ecosa’s commitment to WOW customer experience and alignment with our principles and values. This role is responsible for monitoring, evaluating, and providing actionable feedback on the performance of Customer Service Representatives (CSRs) and Customer Experience (CX) team members. By identifying strengths, areas of improvement, and training opportunities, the Quality Analyst helps elevate service standards and strengthen Ecosa’s culture of excellence.

Key Responsibilities:

Quality Monitoring & Evaluation

• Review and evaluate customer interactions across multiple channels (chat, email, calls).
• Assess both technical accuracy and value alignment in customer engagements.
• Ensure consistency and fairness in scoring against defined quality standards.