Quality Analyst

Responsibilities:

• Quality Monitoring & Evaluation: Conduct regular monitoring and evaluation of processes, interactions (e.g., customer calls, chat, emails), or deliverables against defined quality standards and guidelines.
• Feedback & Coaching: Provide constructive and objective feedback to individuals and teams based on quality evaluations. Identify skill gaps and areas for development, contributing to coaching plans.
• Root Cause Analysis: Analyze quality data, identify recurring errors, process breakdowns, or performance issues. Perform root cause analysis to determine underlying problems and suggest corrective actions.
• Reporting & Insights: Prepare and present comprehensive quality reports, dashboards, and insights to management and relevant stakeholders. Highlight trends, risks, and opportunities for improvement.
• Process Improvement: Collaborate with operations, training, and other departments to design and implement process improvements, best practices, and standard operating procedures (SOPs) based on quality findings.
• Calibration & Standardization: Participate in calibration sessions to ensure consistency in quality scoring and understanding of guidelines across evaluators and teams. Develop and update quality checklists and rubrics.
• Compliance & Adherence: Ensure all processes and outputs comply with internal policies, industry regulations, and client-specific requirements.
• Training Support: Assist in identifying training needs based on quality trends and contribute to the development of training materials and refreshers.