Senior Quality Analyst

As a Senior QA Analyst, you will be responsible for upholding the highest standards of quality in processes, products, or services. Your role will involve auditing, monitoring, and enhancing quality metrics, collaborating with cross-functional teams, and driving process improvements to elevate customer satisfaction and operational efficiency. You will audit and monitor calls, chats, and emails to ensure compliance with quality standards and KPIs. Conducting detailed root-cause analysis to identify recurring issues and working with cross-functional teams for resolution will be a key aspect of your responsibilities. Providing feedback and coaching to agents and team members to address performance gaps is essential. Additionally, you will be involved in developing, implementing, and evaluating training and coaching programs. Generating reports and dashboards to track quality trends and performance metrics, as well as conducting periodic audits to ensure adherence to industry regulations and client-specific requirements, will be part of your role. You will participate in calibrations, reviews, and process improvement initiatives while ensuring that SOPs are up-to-date and followed by all stakeholders. Supporting new hire training and onboarding for quality processes and collaborating with various departments to drive continuous improvement are also critical tasks. To excel in this role, you should have a basic understanding of Quality Assurance, preferably in customer support or process-driven environments. Strong analytical skills with experience in root-cause analysis and process improvement are required. Excellent communication skills, both verbal and written, are essential. Proficiency in QA methodologies, data analysis, and reporting tools such as Excel and CRM tools is expected. An understanding of various audit methodologies and the ability to work collaboratively with cross-functional teams will also be beneficial.,