Quality Analyst

Role Purpose

The Quality Agent is responsible for reviewing customer interactions and back-office transactions to ensure accuracy, compliance, and customer experience excellence within the Energy process. The role focuses on identifying errors, maintaining audit accuracy, and supporting performance improvement across operations.

Key Responsibilities

• Conduct quality audits on transactions for energy-related processes (billing, metering, complaints, etc.), mainly back-office.
• Ensure all audits are completed within defined timelines and sampling requirements.
• Assess transactions against quality parameters such as accuracy, communication, process adherence, and compliance.
• Identify errors, provide detailed feedback, and document corrective actions.
• Highlight coaching opportunities and support clients with quality inputs.
• Maintain accurate and up-to-date QA records in designated tools or trackers.
• Participate in calibration sessions to maintain alignment on audit standards.
• Report daily and weekly QA performance and highlight recurring error trends.
• Ensure high accuracy and low variance (≤5%) in audit results compared to client validations.
• Uphold confidentiality and compliance with client and organizational guidelines.

Key Skills & Competencies

• Strong attention to detail and ability to identify process deviations.
• Good written and verbal communication skills.
• Strong understanding of energy operations (billing, metering, tariff, complaints, collections).
• Knowledge of Excel and QA templates or tools.
• Ability to follow audit guidelines and deliver consistent results.
• Strong sense of accountability and ownership for assigned audits.

Experience & Qualifications

• Understanding of QA Process, Auditing, feedback within a BPO/Contact Centre setup.
• Experience in Energy / Utilities domain preferred (e.g., E.ON, OVO, Bulb, Octopus Energy). 1- 2 years
• Graduate in any discipline.
• Proficient in Excel and audit documentation.