Quality Analyst

Job Description:

We are looking for a detail-oriented and analytical Quality Analyst (QA) to ensure process excellence, quality compliance, and continuous improvement across operations. The ideal candidate should have strong quality monitoring experience, excellent analytical skills, expertise in reporting, and the ability to drive quality initiatives through data-driven insights.

Key Responsibilities

• Monitor and evaluate team performance through regular quality audits and process reviews.
• Conduct calibration sessions with internal stakeholders and clients to ensure consistent quality standards.
• Prepare and maintain quality reports, dashboards, scorecards, and performance analysis reports.
• Analyze quality trends and identify process gaps, improvement opportunities, and corrective actions.
• Deliver constructive feedback to operations teams and support performance improvement initiatives.
• Facilitate refresher trainings, coaching sessions, and quality awareness programs.
• Participate in client calibration calls and quality review meetings.
• Ensure adherence to process guidelines, quality parameters, and organizational standards.
• Perform root cause analysis and recommend preventive and corrective actions.
• Support leadership with quality insights, performance metrics, and actionable recommendations.
• Drive continuous improvement initiatives using quality management methodologies and tools.
• Collaborate with Operations, Training, and Team Leaders to improve overall service quality.

Preferred Candidate Profile

• Graduate in any discipline.
• Overall experience of 2.5 to 6 years, with a minimum of 1 year of experience as a Quality Analyst (supporting documents mandatory).
• Strong proficiency in MS Excel, including reporting, data analysis, dashboards, formulas, and performance tracking.
• Hands-on experience in quality monitoring, audits, feedback delivery, and process improvement.
• Good knowledge of 7 QC Tools is highly preferred.
• Exposure to Six Sigma methodologies will be an added advantage.
• Experience in using quality analysis techniques such as:
• Pareto Analysis
• Fishbone (Ishikawa) Diagram
• Root Cause Analysis (RCA)
• Cause-and-Effect Analysis
• Check Sheets
• Control Charts
• Histograms
• Ability to conduct calibration sessions and client quality discussions confidently.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and presentation skills.
• Experience in BPO, Customer Service, Back Office Operations, or Shared Services environments is preferred.
• Ability to train, coach, and mentor teams on quality improvement initiatives.

Key Skills

• Quality Analysis
• Quality Audits
• Calibration Calls
• Client Handling
• Quality Reporting
• Advanced MS Excel
• Root Cause Analysis (RCA)
• 7 QC Tools
• Six Sigma
• Pareto Analysis
• Fishbone Diagram
• Process Improvement
• Training & Coaching
• Performance Analysis
• Stakeholder Management

Contact Information

Interested candidates can contact:

Jackson HR [phone removed] by sharing there updated resume in whatspp