Overview
Quality Analyst Jobs in Antananarivo, Analamanga, Madagascar at Aceolution
Title: Quality Analyst
Company: Aceolution
Location: Antananarivo, Analamanga, Madagascar
Job Description – Quality Analyst (QA)
Job Title: Quality Analyst (QA)
Location: Antananarivo, Madagascar
Department: Operations
Employment Type: Full-Time
Job Summary
Aceolution Madagascar SARLU is looking for a detail-oriented Quality Analyst (QA) to monitor and improve the quality of customer interactions and operational processes. The successful candidate will evaluate agent performance, ensure compliance with client and company standards, identify opportunities for improvement, and support continuous quality enhancement across operations.
Key Responsibilities
- Monitor and evaluate customer interactions (calls, emails, chats, or back-office tasks) using defined quality scorecards.
- Conduct quality audits and document observations accurately.
- Provide timely, constructive feedback and coaching to agents and Team Leaders.
- Identify recurring quality issues and recommend corrective and preventive actions.
- Analyze quality trends and prepare daily, weekly, and monthly quality reports.
- Ensure compliance with client requirements, company policies, SOPs, and data security standards.
- Participate in calibration sessions with Operations, Training, and Client stakeholders.
- Support new process transitions and quality improvement initiatives.
- Perform Root Cause Analysis (RCA) for quality-related issues and recommend action plans.
- Maintain audit records and quality documentation.
- Support internal and external audits by providing required quality evidence and reports.
- Collaborate with Training and Operations teams to improve overall team performance.
Required Qualifications
- Bachelor's degree in any discipline.
- 1–3 years of experience in Quality Assurance within a BPO, customer support, or shared services environment.
- French: Fluent (written and spoken).
- English: A2/B1 proficiency (basic to intermediate written and verbal communication).
- Strong analytical and problem-solving skills.
- Good knowledge of Microsoft Excel, Word, and PowerPoint.
- Excellent attention to detail and organizational skills.
- Ability to work independently and manage multiple priorities.
Preferred Skills
- Experience with quality monitoring tools and scorecards.
- Knowledge of customer service KPIs such as Quality Score, CSAT, AHT, FCR, and Compliance.
- Experience conducting Root Cause Analysis (RCA) and implementing Corrective and Preventive Actions (CAPA).
- Strong coaching, feedback, and stakeholder management skills.
- Experience in international BPO or outsourcing environments is an advantage.
Key Performance Indicators (KPIs)
- Quality Audit Score
- Audit Accuracy
- Calibration Accuracy
- Feedback Timeliness
- Compliance Adherence
- Improvement in Agent Quality Scores
- Quality Reporting Accuracy
- Corrective Action Closure Rate
Working Hours
- Willingness to work in rotational shifts based on business requirements.
- Five-day work week, with flexibility to support operational needs.
