QA

Who We Are

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Job Summary

The Quality Analyst – B2C Technical Support is responsible for monitoring and evaluating customer interactions handled by Technical Support Representatives to ensure quality, compliance, accuracy, and customer experience excellence across voice and chat channels.

Key Responsibilities

• Quality Monitoring & Evaluation
• Monitor voice calls and chat transcripts for adherence to quality standards, process guidelines, and compliance.
• Evaluate troubleshooting accuracy, communication clarity, empathy, and resolution effectiveness.
• Ensure agents follow proper escalation and documentation procedures.
• Feedback & Coaching Support
• Provide detailed, actionable feedback to agents and Team Leads.
• Participate in quality feedback sessions and coaching discussions.
• Identify recurring errors and recommend training or process improvements.
• Calibration & Quality Governance
• Participate in internal and client calibrations to maintain scoring consistency.
• Maintain quality scorecards, trackers, and audit reports.
• Ensure alignment with business, client, and regulatory expectations.
• Customer Experience Improvement
• Analyze quality trends impacting CSAT, FCR, and repeat contacts.
• Share insights on customer pain points, product gaps, and process inefficiencies.
• Support initiatives to improve overall customer experience.
• Process & Compliance Adherence
• Ensure compliance with data privacy, call flow, and regulatory requirements.
• Highlight risks and deviations proactively to stakeholders.
  
  

Qualifications & Experience

• Graduate preferred
• 2–4 years of experience as a Quality Analyst in a BPO / Contact Center
• Prior experience in B2C Telecom / Technical Support is strongly preferred
• Strong understanding of troubleshooting flows, customer handling, and CRM documentation
• Excellent analytical, communication, and feedback delivery skills
• Experience with voice & chat quality monitoring tools
• Strong attention to detail and quality mindset