Quality Assurance Analyst
QUALITY ANALYST – ROLE OVERVIEW
The Quality Analyst plays a key role in ensuring service excellence by monitoring performance, identifying trends, and driving continuous improvement across operations.
KEY RESPONSIBILITIES:
▪ Conduct audits of Quality Analysts’ work, reporting findings and performance trends to management.
▪ Identify patterns and opportunities within assigned accounts to improve overall quality.
▪ Support and strengthen the QA process by coaching and developing team members, including onboarding support when needed.
▪ Partner with Team Leaders to highlight areas of improvement and provide data-driven insights.
▪ Ensure compliance with current standard operating procedures and company policies.
▪ Participate in calibration sessions with clients to maintain scoring alignment and consistency.
▪ Handle call listening tasks, special projects, and share actionable insights with stakeholders.
▪ Support dispute resolution processes related to quality evaluations.
▪ Deliver accurate reports and timely feedback aligned with established deadlines.
REQUIREMENTS:
▪ Strong written and verbal communication skills to convey ideas clearly and professionally.
▪ Proven ability to meet and maintain quality and productivity targets.
▪ High attention to detail with accurate data handling and reporting.
▪ Ability to meet strict deadlines consistently.
▪ Strong follow-up and problem-solving skills.
▪ Proactive mindset with the ability to identify and communicate trends and insights.
▪ Positive attitude and strong teamwork skills.
▪ Proficiency in Microsoft Office for data analysis and reporting.
▪ Excellent organizational skills with the ability to manage multiple tasks simultaneously.
▪ High level of confidentiality and professionalism.
▪ Minimum attendance reliability of 95%.
▪ Flexibility to adapt to schedule or operational changes as needed.