Quality Analyst at Cartrack

A leading global provider of vehicle telematics, Cartrack is firmly rooted in the belief of being service-centric. It allows us to offer best-in-class quality and financial satisfaction, no matter the size of your fleet or the price of your car. Our proprietary in-house technology provides the best intelligent, actionable data to fleet operators and security for all vehicle owners - across 23 countries over 5 continents.

• • Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions using approved quality scorecards.
  • Conduct regular quality audits according to the agreed plan.
  •   Ensure evaluations are accurate, objective, and consistent with quality standards.
  • Identify trends, recurring issues, and compliance risks.
  • Provide timely, constructive, and actionable feedback to agents and Team Leaders.
  • Participate in coaching sessions and calibration meetings to ensure evaluation consistency.
  • Monitor improvement plans and follow up on identified performance gaps.
  • Recognize best practices and share them across teams.
  • Ensure agents comply with company policies, client requirements, data privacy regulations, and call handling procedures.
  • Identify critical compliance failures and escalate them promptly.
  • Support internal and external quality audits.
  • Prepare daily, weekly, and monthly quality reports.
  • Analyze quality trends and identify root causes of performance issues.
  • Present findings and recommendations to Operations and Leadership teams.
  • Track quality KPIs and improvement initiatives.
  • Recommend process improvements that enhance customer experience and operational efficiency.
  • Support updates to quality scorecards, SOPs, and knowledge base documentation.
  • Partner with Training, Operations, and Workforce Management teams to improve service delivery

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