Maintain the Quality of the handled process as per the 
ggiven parameters,
Satisfy the customerwith quality of delivery of the team of 
agents. 
Ensure appropriate & effective resolution has been madeto 
the issues raised

quality analyst is the one who audits as per process 
perspective. Again depends of what level of audit is he/she 
doing.Process audit is different and organization audit is 
different.

Processes audit where the audit level will be limited 
depending on the complexity.

Organization audit where six sigma comes in to picture. 
Where audit will take palce in all levels.

TO audit given no. of calls and to give feedback to agents
constant updation of call center core process
to take part in call calibrations
to be a team player with proactive approach
to motivate agents
to take steps and bring necessary changes for process
improvement

quality analysr is the one who works towards continious
improvement of process.
he is the one who take cares of the process his duty is to
share the feedback for thr whole process and take steps to
improve the process by escalating the short comings to the
training department and conducts training.