Quality Assurance Analyst

JOB RESPONSIBILITIES:
• Regularly listen to and evaluate recorded and live interactions across multiple vendors to ensure compliance with projects objective, company standards and regulatory requirements & through monitoring, derive business intelligence, patterns, and trends to drive improvement.
• Develop and implement standardized quality monitoring processes and evaluation criteria across all vendors to ensure consistency in service delivery
• Perform regular quality audits and identify areas for improvement
• Deliver consolidated detailed feedback and coaching to SPOCs based on evaluation results, focusing on enhancing the agreed KPIs and adherence to quality standards
• Utilize performance data and quality metrics to identify trends, recurring issues, and areas for improvement
• Ensure that all quality monitoring activities comply with client policies, industry regulations, COPC standard and BEST QM
• Collaborate & communicate effectively with internal/external stakeholders
• Contribute to business value knowledge base and accurate support hand-offs
• Utilize known knowledge of concepts and methodologies such as LEAN, Six Sigma, Customer journey mapping etc to derive quality analysis
• Analytical bend of mind with an eye for detail
• Excellent analytical skills to interpret performance data and identify trends