Job Summary
Quality Analyst - Level 2Job SummaryThe Quality Analyst (Level 3) is responsible for driving quality excellence across customer support and operational processes through advanced quality assurance practices, insightful analysis, governance, and continuous improvement initiatives. The role serves as a key partner to Operations, Training, Process Excellence, and Leadership teams by identifying performance gaps, mitigating compliance risks, and implementing sustainable quality improvement strategies that enhance customer experience and business outcomes.Key ResponsibilitiesLead end-to-end quality assurance programs across multiple service lines, channels, or business processes.Conduct detailed quality audits of customer interactions, operational activities, and process compliance against defined standards and contractual obligations.Perform trend analysis, root cause analysis (RCA), and quality reviews to identify systemic issues and drive corrective and preventive actions.Develop and maintain quality scorecards, monitoring frameworks, and audit methodologies aligned with business objectives.Provide structured coaching, mentoring, and quality feedback to team members, supervisors, and operational leaders.Drive calibration sessions with internal and external stakeholders to ensure scoring consistency and audit integrity.Partner with Operations, Training, Knowledge Management, and Process Improvement teams to identify opportunities for performance enhancement.Monitor compliance with organizational policies, regulatory requirements, customer commitments, and quality standards.Create executive-level quality dashboards, reports, and presentations highlighting key performance trends, risks, and improvement opportunities.Lead quality governance reviews and represent the Quality function in customer meetings, operational reviews, and audits.Support business transformation initiatives, process optimization programs, and customer experience improvement projects.Recommend automation, standardization, and best practices to improve operational quality, efficiency, and consistency.Contribute to internal and external audits, compliance assessments, and certification initiatives.
Key Responsibilities
RequirementsBachelor's degree in Business Administration, Quality Management, Operations Management, or a related discipline.3-7 years of experience in Quality Assurance, Customer Experience, Service Delivery, Business Operations, or related functions.Demonstrated experience in quality governance, audit management, performance improvement, and compliance monitoring.Strong analytical and problem-solving skills with expertise in interpreting performance data and identifying business insights.Experience leading calibration programs, quality improvement initiatives, and cross-functional projects.Excellent communication, stakeholder management, coaching, and presentation skills.Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, and reporting tools.Strong understanding of quality management frameworks, customer service operations, and process improvement methodologies.Must-Have SkillsAdvanced Quality Auditing & MonitoringQuality Governance & Compliance ManagementRoot Cause Analysis (RCA) & Corrective Action PlanningCustomer Experience (CX) Quality ManagementData Analysis & ReportingPerformance Coaching & MentoringProcess Improvement & Continuous ImprovementRisk Assessment & Control MonitoringStakeholder ManagementAdvanced Microsoft Excel and Power BIPreferred SkillsSix Sigma Green Belt / Black Belt CertificationISO 9001 Lead Auditor or Internal Auditor CertificationCOPC, Lean, Quality Management, or Process Excellence CertificationsExperience with Quality Management Systems (QMS)Knowledge of Customer Experience (CX) FrameworksExposure to ServiceNow, CRM, Contact Center Platforms, or Workforce Optimization ToolsExperience supporting global service delivery and multi-channel operationsKey CompetenciesStrategic ThinkingBusiness AcumenCustomer CentricityData-Driven Decision MakingLeadership and Influencing SkillsContinuous Improvement MindsetAttention to DetailProblem Solving and Critical ThinkingCollaboration and Relationship ManagementGovernance and Risk Management