Quality Analyst

We are looking for a detail-oriented and proactive Quality Analyst / Process Improvement Specialist to support the performance, development, and compliance of our contact center operations. The ideal candidate will be responsible for auditing, reporting, training analysis, and driving process improvements to ensure high-quality service delivery and customer satisfaction.

• Prepare regular MIS reports and performance dashboards.
• Conduct training needs analysis and facilitate skill development programs.
• Lead calibration sessions to ensure alignment in quality standards.
• Perform regular process checks and quality audits to identify improvement areas.
• Maintain accurate and consistent documentation of SOPs across contact center processes.
• Initiate and manage projects focused on enhancing user satisfaction, productivity, and quality.
• Monitor and analyze QA scores and ensure accuracy and timeliness of audit results and reports.
• Support performance metrics tracking and suggest process changes based on insights.
• Collaborate with cross-functional teams on updates to training curriculum and other organizational initiatives.

• Strong knowledge of QA and process audit frameworks.
• Proven ability to conduct training need analysis and performance coaching.
• Experience in documenting and managing SOPs.
• Proficiency in preparing performance reports (MIS) and dashboards.
• Strong analytical mindset with a focus on accuracy and quality.
• Familiarity with contact center operations and performance metrics.

• Bachelor's degree in Business Administration, Operations, or a related field.
• Experience in quality assurance or training within a BPO/contact center.
• Working knowledge of tools for reporting and auditing (e.g., Excel, Google Sheets, QA tools).
• Exposure to Six Sigma or similar process improvement methodologies is a plus.

• Excellent communication and interpersonal skills.
• Meticulous attention to detail and strong problem-solving capabilities.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong leadership qualities and the ability to drive change.