Quality Assurance Analyst

Overview

Coforge is hiring for Quality Process Analyst with the following skillset

• The Quality Process 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 Process 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.