Quality Auditing Senior Analyst (QA)  

The Quality Auditing Senior Analyst will help Quality Lead in the following responsibilities:

• Ensure quality framework is in place and coordinated across stakeholders
• Manages day to day operations ensure audit delivery business operations are done per client requirement
• Implement clear overall quality strategy with scalable process/tools/systems that allow resources the efficient monitoring of decision accuracy and align to contract agreement on quality
• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
• Establish quality governance process with clients and operations to ensure effective communication and organization
• Works with client on change management process, tools enhancements, and workflow amendments to improve controls and mitigate quality issues
• Proactively identifies improvement opportunities and coordinates with different functions – operations, training, workforce, and reporting towards quality improvement
• Drive investigation of highly sensitive issues affecting client, working with different teams to understand why and what happened
• Develop and mentor people, act as a career counselor and create a high performing team (foster relationships, resolve conflicts, etc.)
• Bring innovation ideas and help client create work process standardization

• Open to College graduate and undergraduate with relevant work experience in Quality Assurance
• Must have at least 5 years of experience in Quality Auditing (QA) under BPO industry
• Must have at least 1 year of experience as QA Team Lead
• Requires analysis and solving of moderately complex problems
• Must be proficient in MS Excel