Quality Analyst

Job Description

• Conducts quality evaluations of calls and transactions to ensure compliance with established processes, standards, and customer experience expectations.
• Supports the OPM in monitoring and achieving Quality targets and KPIs across the assigned LOB.
• Identifies, analyzes, and escalates quality gaps, recurring errors, compliance risks, and performance trends to the OPM and Team Leaders.
• Prepares accurate and timely internal and external Quality reports, including evaluation results, trends, and key findings.
• Partners with Team Leaders to drive the continuous improvement of call and transaction quality.
• Supports Team Leaders in developing and implementing quality improvement initiatives and corrective actions.
• Provides Team Leaders with actionable feedback on individual and team Quality performance, including identified strengths and improvement areas.
• Identifies training and coaching opportunities based on evaluation results, error trends, and root-cause analysis.
• Support Team Leaders in conducting training needs analysis and prioritizing interventions based on Quality findings.
• Collaborates with Team Leaders in planning and delivering targeted coaching and refresher sessions for identified performance gaps.
• Develops and implements SMART action plans for recurring or significant Quality issues and monitor progress against agreed actions.
• Participates in calibration sessions to promote evaluation consistency and alignment across Quality, Operations, and relevant stakeholders.
• Collaborates with the Global Quality Team on Quality standards, initiatives, and continuous improvement activities.
• Reviews and supports the resolution of customer complaints and Quality-related escalations, including root-cause identification and recommended corrective actions.
• Provides agents with structured coaching and feedback on call and transaction handling, focusing on process adherence, accuracy, compliance, customer experience, and improvement opportunities.
• Maintains required phone time and live call-handling exposure to ensure continuous process retention, firsthand understanding of customer interactions, and familiarity with current operational procedures.
• Handles live customer calls as scheduled to maintain process knowledge, system proficiency, and practical understanding of agent-level challenges.
• Applies insights gained from call handling to strengthen quality evaluations, coaching, root-cause analysis, and improvement recommendations.

Qualifications

• Demonstrates the ability to provide constructive, objective, and actionable feedback.
• Maintains a positive, professional, and solutions-oriented attitude.
• Serves as a positive role model and ambassador for Quality and Operations.
• Maintains a good attendance, punctuality, and conduct record.
• Must have no active corrective or disciplinary action at the time of application/appointment.
• Demonstrates a consistent productivity and performance record.
• Maintains a strong customer and client-focused mindset.
• Demonstrates strong analytical skills and attention to detail, particularly in identifying Quality trends, recurring errors, and improvement opportunities.
• Possesses effective communication, coaching, and interpersonal skills.
• Demonstrates initiative, accountability, and ownership in driving actions through completion.
• Able to work collaboratively with agents, Team Leaders, Operations, Training, and other Quality stakeholders.
• Demonstrates flexibility to support varying schedules and business requirements, including early or late shifts when required.
• Willing to maintain the required phone time and live call-handling exposure to support process retention and operational proficiency.
• Willing to provide additional operational support when reasonably required and in accordance with applicable company policies.
• Amenable to work onsite and shifting schedule.

Additional Information

Kindly attach your resume in your application. Only shortlisted candidates will be contacted.

Hiring Timeline: 

HR Interview > Case Study Presentation > Final Interview with Hiring Manager