OVERALL PURPOSE OF JOB

The responsibility of the Quality Analyst performs quality inspection, documents findings by following required audit process and procedures, provides trend analysis, and participates in audit calibration processes where required

DUTIES AND RESPONSIBILITIES:

• Performs quality inspection, documents findings by following required audit process and procedures to a team of agents focusing on their work quality.
• Provides trend analysis, and participates in audit calibration processes where required
• Ensures the desired quality standards are reached by sharing the audit results on a defined frequency
• Creates error trend analysis, scorecards and proposes immediate action plans to operations and conduct training refresher if needed
• Responsible for confirming, managing and improving compliance with Quality Framework and/or quality certifications using methodology
• Develop and maintain quality audit processes/procedures
• Acts as point of contact for updates on knowledge and procedures
• Retain skills in functional area of expertise through frequent "on the role" experiences and ongoing education, training and certification
• Ensure high quality work products and processes, e.g. auditing and coaching
• Fact based findings followed
• Independence in audits
• Comply with standards, procedures and policies and where relevant the client's policies and practices

KEY QUALIFICATIONS/SKILLS

• Graduate with 2-3 years of working experience
• 1 – 2 years experience in Operations with excellent quality metrics
• Ability to motivate teams and rally the group toward organizational goals
• Excellent oral and written communication skills.
• Passion for learning and creative problem-solving.
• Good knowledge of Training strategy and facilitation
• Analytical frame of mind.