Quality Analyst

We are seeking a detail-oriented and analytical Quality Analyst to join our team. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of products, services, and processes. The Quality Analyst will work closely with operations, support, and management teams to ensure quality standards are consistently met and maintained.
Key Responsibilities
Monitor and evaluate employee performance, calls, emails, chats, and process adherence.
Conduct quality audits and provide constructive feedback to improve performance.
Develop and maintain quality scorecards, audit reports, and performance dashboards.
Identify process gaps, quality issues, and areas for improvement.
Prepare daily, weekly, and monthly quality reports for management.
Collaborate with team leads and managers to implement corrective actions.
Ensure compliance with company policies, client requirements, and quality standards.
Analyze trends and recommend strategies to improve productivity and service quality.
Conduct calibration sessions to maintain consistency in quality evaluations.
Assist in creating and updating SOPs, quality guidelines, and training materials.
Required Qualifications
Bachelor's degree in any discipline.
1–4 years of experience in Quality Assurance, Quality Analysis, or a similar role.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Proficiency in MS Excel, MS Office, and reporting tools.
Ability to interpret data and generate actionable insights.
Strong attention to detail and organizational skills.

Work arrangement
No