What are the responsibilities and job description for the QA Analyst position at Coforge?
Role: QA Analyst
Location: Augusta, GA
Mode of Hire: Full Time
Coforge is hiring for QA Analyst candidate with below skillset
- The Quality Analyst is responsible for monitoring, evaluating, analyzing and reporting customer interactions to ensure compliance with client requirements, company policies, regulatory standards, and quality expectations.
- The role focuses on identifying performance gaps, coaching opportunities, process improvement initiatives, and trends that enhance customer experience, operational efficiency, and overall service delivery.
- The Quality Analyst works closely with Operations, Training, Workforce Management, Customer (Client) and Client Services teams to drive continuous improvement through data-driven insights and quality assurance programs.
- Experience in banking, financial services, or call center environment.
- Candidates should have previous experience auditing work for quality, identifying trends, performing root cause analysis, and providing actionable feedback.
- Familiarity with Lean Six Sigma or continuous improvement methodologies is preferred (Green Belt is a plus but not required).
- Strong analytical skills, attention to detail, and experience using quality metrics and reporting are important.