Quality Analyst

About the Role The Quality Analyst will audit and monitor cases/calls as mandated by the client, review adherence to internal and regulatory guidelines, and drive continuous quality improvements across the team. The role involves documenting findings, providing feedback to agents, and collaborating with operations and client teams to calibrate and report on quality performance. What You'll Do

• Audit number of cases/calls as mandated by the client and track performance.
• Review calls/completed cases for adherence to guidelines.
• Record feedback and coaching for agents; identify areas of improvement.
• Propose and implement process improvements; update core processes.
• Attend calibrations with internal teams and clients; coordinate with supervisors to share quality issues.
• Create and maintain quality scorecards; prepare management reports on performance trends.
• Develop training materials and process documentation as required.
• Document quality issues, performance measures, and improvements for management reviews.
• Identify root causes and share observations with Operations; support bottom performers using tools like 7 QC tools, Excel, RAG, BQM, TNA/TNI/TTQ.
• Maintain excellent oral and written communication; ensure compliance and risk control. What We're Looking For
• Understanding of quality methodologies: Six Sigma, Lean, Kaizen, etc.
• Excellent communication, feedback and coaching skills; customer-focused.
• Strong quantitative, analytical, and technical aptitude.
• Ability to work under pressure, meet deadlines and be accountable.
• Time management, multitasking, attention to detail.
• Interpersonal savvy and ability to build relationships across teams.
• Written and verbal communication skills; able to convey information clearly.
• Problem solving and root cause analysis; decision quality.
• Learning agility and comfort dealing with ambiguity.
• Good interpersonal and people management skills with a proactive problem-solving approach.