Job Description
About Company
Group Bayport, a US Headquartered Organization is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.
While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.
For more about Group Bayport, please visit
Website: https://groupbayport.com/about-us/
LinkedIn: https://www.linkedin.com/company/groupbayport/mycompany/
About The Role
We are looking for a detail-oriented Quality Analyst who will be responsible for auditing voice (calls), chat, and email interactions to ensure adherence to defined quality standards, compliance guidelines, and customer experience benchmarks. The role requires strong analytical capability to derive actionable insights, identify systemic gaps, and support continuous process improvement.
Key Responsibilities
Quality Audits & Evaluation
Conduct end-to-end audits for calls, chats, and emails as per defined QA frameworks and SOPs.
Ensure compliance with process guidelines, policies, SLAs, and regulatory standards.
Identify quality defects, root causes, and trends across channels.
Maintain high accuracy and consistency in audits, aligned with calibration standards.
Insights & Analysis
Analyze audit data to identify recurring issues, top error drivers, and CX gaps.
Prepare weekly/monthly quality reports and dashboards highlighting insights, trends, and improvement areas.
Correlate quality outcomes with refunds, reships, complaints, DSAT, and re-contacts (where applicable).
Provide data-backed recommendations to reduce defects and improve customer experience.
Feedback & Coaching Support
Share constructive, actionable feedback with agents and stakeholders.
Support Team Leads and Coaches with coaching insights and quality narratives.
Participate in calibration sessions to ensure scoring alignment and fairness.
Process Improvement & Governance
Identify process gaps, SOP deviations, and training needs.
Contribute to quality improvement initiatives, SOP updates, and process documentation.
Support pilot programs, automation initiatives, and quality transformation projects.
Stakeholder Collaboration
Work closely with Operations, Training, Process, and CX teams.
Act as a quality SME for assigned processes or channels.
Skills & Competencies
Technical & Functional Skills
Strong experience in Voice & Non-Voice Quality Auditing
Excellent attention to detail and observation skills
Strong analytical and problem-solving ability
Proficiency in Excel / Google Sheets (Pivot, formulas, data analysis)
Experience with QA tools, ticketing systems, and CRM platforms
Knowledge of quality metrics, SLAs, KPIs, and CX benchmarks
Behavioral Skills
High level of objectivity and integrity
Ability to convert data into clear, actionable insights
Strong written and verbal communication
Stakeholder management and influencing skills
Continuous improvement mindset
Educational Qualifications
Graduate in any discipline (preferred: Business, Quality, Operations, or related fields)
Six Sigma / Quality certification (Green Belt preferred, not mandatory)
