Quality Analyst

Role & responsibilities

• Plans for Monthly Sampling and Staffing of QA resources
• Responsible to ensure the required number of evaluations are completed as agreed with operations and Clients
• Manage and report Quality performance as per defined frequencies.
• Conducting / attending regular calibration sessions internally and with clients
• Engage CX data analysis and provide insight on customer Dsat
• Provide analysis on areas of opportunity and action plans to improve performance.
• Responsible for auditing monitors completed by Quality Analysts to ensure adherence of Compliance and Quality guidelines agreed between operations / clients.
• Manage quality resources scheduling on weekly and monthly basis
• Engage and assist in upskilling quality analysts through Employee learning program.
• Conduct reviews with quality analysts using QA scorecards, provide feedback on improvement area and generate action plans.

Partakes in Daily Operations review as part of TOPS framework

Preferred candidate profile

Candidate willing to relocate to the above location

Experience into international business