Quality Analyst  

Main Purpose

To provide timely feedback to operations through optimal audit sampling that will drive performance improvement and value delivery to the business.

Key Responsibilities

• Escalate and communicate detailed information about calls/cases monitored to all clients and Quality Assurance Supervisor.
• Answer Operations questions concerning QA guidelines and policies and Participate in calibration sessions with Operations, Training, and internal quality members.
• Send out Red Flag/Fatal Error Audits to Upper Management and Monitor all SSU for quality and performance issues.
• Conduct process confirmations periodically to align systems and process with QIP and Bring in necessary changes to the process and constant inundation of core processes.

• Experience in a broad range of business environments; including manufacturing, BPO setting, insurance
• Previous QA experience preferred (>3years)
• Ability to diagnose and assess processes and practices to develop pragmatic plans for improvements
• Ability to analyze and solve complex technical issues
• Strong communication skills (verbal and written communications)
• Strong troubleshooting and problem-solving skills
• Strong attendance record
• Current on technical issues
• Ability to work independently
• Professional demeanor
• Must have experience Microsoft Office
• Must show exemplary quality scores throughout tenure as an agent
• Ability to perform other related duties and assignments as required and assigned by supervisor or manager
• Must demonstrate a good attitude and the ability to work as a team player
• Ability to multitask
• Willing to work in a flexible schedule