Senior Quality Analyst – Quality Assurance & Reporting

Independently perform quality measurement for the billing process to ensure accuracy and compliance.

Communicate and report quality data, issues, noncompliance, and process gaps through quality measurements and audits.

Ensure that all measurements are carried out according to process documentation, and update reports as necessary in a timely manner.

Train team members on measurement and audit procedures through crosstraining initiatives and share best practices.

Participate in resolving disputed errors with F&A operations and escalate issues when required.

Collate and analyze performance data and charts against defined parameters for insights.

Present monthly audit findings to operations with reports and presentations; perform root cause analysis; identify gaps and initiate process improvement projects.

Analyze data such as CSAT, quality accuracy, timeliness, productivity, and utilization to provide inputs for process improvement and standardization.

Identify ongoing issues that affect the process and take initiative to implement process control mechanisms.

Analyze trends and KPIs of the product line and signal variations for corrective action.

Participate in calibration with the operations team and business partners.

Identify opportunities to share and adopt process standardization across global support centers.