Quality Analyst - Customer Service

Role Overview : The Quality Analyst will own quality governance across multiple service lines (Payroll, Health & Welfare, Leave of Absence), driving consistency, improving performance, and influencing operations through data-driven insights and coaching. This role requires prior experience in managing quality frameworks in a high-volume contact center or shared services environment.

Work Schedule

Willingness to work in rotational/night shifts aligned to global business requirements Flexibility to work occasional weekends based on business needs

Education-Graduate or postgraduate degree in any discipline

Core Skills & Competencies

• Quality & Audit Expertise: Strong understanding of quality frameworks, call monitoring, and audit methodologies
• Process Improvement: Ability to identify root causes, analyze trends, and recommend actionable improvements
• Communication & Coaching: Strong ability to deliver clear, structured, and constructive feedback
• Analytical Thinking: Ability to interpret data, identify patterns, and drive insights
• Stakeholder Collaboration: Experience working with operations and cross-functional teams
• Customer Focus: Understanding of service quality, customer experience, and NPS drivers

Job Description

• Perform end-to-end quality audits across calls and transactions, ensuring adherence to defined standards and compliance requirements
• Drive calibration sessions with operations and stakeholders to maintain scoring accuracy and consistency
• Identify quality trends, root causes, and performance gaps, present actionable insights to leadership
• Deliver structured, data-backed coaching to improve associate performance and consistency
• Partner with operations leaders to drive quality improvement initiatives and track impact
• Monitor and ensure accuracy of knowledge base/content updates and process adherence
• Own reporting of quality metrics, including audit scores, error trends, and improvement tracking
• Support and drive initiatives focused on enhancing customer experience and NPS outcome

Required Skills and Competence

• 3–6 years of experience in Quality/QA roles within a contact center or shared services environment
• Proven experience in call monitoring, auditing, and calibration frameworks
• Strong experience in stakeholder management and influencing operations teams
• Ability to analyze data, identify trends, and translate insights into actions
• Demonstrated experience in coaching and improving team performance
• Strong communication skills with ability to present insights to leadership
• High attention to detail with strong problem-solving capability and ability to manage multiple priorities in a fast-paced, metric-driven environment