Job Summary
Quality Analyst - Level 2 Job Summary The 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 Responsibilities • Lead 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. Requirements • Bachelor\'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 Skills • Advanced Quality Auditing & Monitoring • Quality Governance & Compliance Management • Root Cause Analysis (RCA) & Corrective Action Planning • Customer Experience (CX) Quality Management • Data Analysis & Reporting • Performance Coaching & Mentoring • Process Improvement & Continuous Improvement • Risk Assessment & Control Monitoring • Stakeholder Management • Advanced Microsoft Excel and Power BI Preferred Skills • Six Sigma Green Belt / Black Belt Certification • ISO 9001 Lead Auditor or Internal Auditor Certification • COPC, Lean, Quality Management, or Process Excellence Certifications • Experience with Quality Management Systems (QMS) • Knowledge of Customer Experience (CX) Frameworks • Exposure to ServiceNow, CRM, Contact Center Platforms, or Workforce Optimization Tools • Experience supporting global service
Key Responsibilities
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 Skills • Advanced Quality Auditing & Monitoring • Quality Governance & Compliance Management • Root Cause Analysis (RCA) & Corrective Action Planning • Customer Experience (CX) Quality Management • Data Analysis & Reporting • Performance Coaching & Mentoring • Process Improvement & Continuous Improvement • Risk Assessment & Control Monitoring • Stakeholder Management • Advanced Microsoft Excel and Power BI Preferred Skills • Six Sigma Green Belt / Black Belt Certification • ISO 9001 Lead Auditor or Internal Auditor Certification • COPC, Lean, Quality Management, or Process Excellence Certifications • Experience with Quality Management Systems (QMS) • Knowledge of Customer Experience (CX) Frameworks • Exposure to ServiceNow, CRM, Contact Center Platforms, or Workforce Optimization Tools • Experience supporting global service delivery and multi-channel operations Key Competencies • Strategic Thinking • Business Acumen • Customer Centricity • Data-Driven Decision Making • Leadership and Influencing Skills • Continuous Improvement Mindset • Attention to Detail • Problem Solving and Critical Thinking • Collaboration and Relationship Management • Governance and Risk Management