Quality Analysis

The Quality Analyst is responsible for evaluating processes, products, and service interactions to ensure they meet organizational standards and client expectations. The role involves identifying gaps, providing data-driven insights, and collaborating with cross-functional teams to improve quality and operational efficiency.

Key Responsibilities

1. Quality Monitoring & Evaluation

• Conduct audits of processes, calls, tickets, documents, or product outputs as per defined QA frameworks.

• Evaluate performance against quality parameters and identify deviations.

• Maintain accurate QA records and prepare detailed reports.

2. Process Improvement

• Analyze audit results to identify recurring issues and improvement opportunities.

• Work with operations, product, and training teams to develop corrective actions.

• Assist in designing quality guidelines, SOPs, and evaluation forms.

3. Reporting & Insights

• Generate periodic quality dashboards and performance summaries.

• Provide actionable insights to stakeholders to enhance customer satisfaction and reduce error rates.

• Track corrective actions and measure their impact.

4. Training & Feedback

• Deliver constructive feedback to agents/teams based on audit findings.

• Conduct re training sessions on quality standards and best practices.

• Support new-hire training with quality-focused modules.

5. Compliance & Standards

• Ensure adherence to internal policies, client expectations, and industry regulations.

• Support internal and external audits when required.

Required Skills & Qualifications

Essential

• Bachelor’s degree in any discipline.

• 1–5 years of experience in quality analysis (industry-specific experience preferred).

• Strong analytical, problem-solving, and documentation skills.

• Excellent communication and feedback delivery ability.

• Expertise in QA tools, scorecards, and evaluation methodologies.

• Proficiency in MS Excel/Google Sheets and reporting dashboards.

Preferred

• Experience with CRM platforms, QA automation tools, or analytics tools.

• Knowledge of Lean/Six Sigma methodologies.

• Certification in Quality Management (e.g., ISO, Six Sigma)