Job Description:
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The Quality Analyst is responsible for evaluating processes, identifying areas for improvement, and ensuring compliance with quality standards. This role involves monitoring performance metrics, conducting audits, analysing trends, and providing feedback to enhance overall efficiency and effectiveness.
Quality Monitoring & Evaluation:
- Assess and analyse customer interactions, transactions, and operational processes.
- Perform audits and provide feedback to ensure adherence to quality standards.
- Develop and maintain quality scorecards to track performance.
Process Improvement & Compliance:
- Identify gaps in processes and recommend corrective actions.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
- Collaborate with cross-functional teams to improve workflows and efficiency.
Data Analysis & Reporting:
- Collect, analyse, and report quality metrics to identify trends and insights.
- Develop dashboards and reports for management and stakeholders.
- Conduct root cause analysis for recurring issues and suggest corrective measures.
Training & Feedback:
- Provide constructive feedback and coaching to employees to enhance quality standards.
- Assist in training sessions to ensure process adherence and continuous improvement.
- Develop training materials and conduct refresher sessions as required.
Customer Experience & Satisfaction:
- Monitor customer feedback and complaints to improve service delivery.
- Work with teams to implement solutions that enhance customer satisfaction.
- Ensure that customer service representatives meet defined performance benchmarks.
Key Skills & Qualifications:
- Bachelor’s degree in a relevant field (e.g., Business, Engineering, or related discipline).
- 2+ years of experience in a Quality Analyst role or similar.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
- Experience with quality monitoring tools and reporting platforms.
- Knowledge of Six Sigma, Lean, or other quality management methodologies is a plus.
- Excellent communication, coaching, and feedback skills.
- Ability to work independently and in a team-oriented environment.
Preferred Qualifications:
- Experience in a BPO, customer service, or IT environment.
