Senior Quality Analyst

Senior QA Analyst –Job DescriptionRole Overview : A Senior QA Specialist is responsible for ensuring the highest standards of quality in processes, products, or services. This role involves auditing, monitoring, and improving quality metrics, collaborating with cross-functional teams, and driving process improvements to enhance customer satisfaction and operational efficiency. Key ResponsibilitiesAudit and monitor calls, chats, and emails to ensure compliance with quality standards and KPIs. Conduct detailed root-cause analysis to identify recurring issues and collaborate with cross-functional teams for resolution. Provide feedback and coaching to agents and team members to address performance gaps.

Develop, implement, and evaluate training and coaching programs. Generate reports and dashboards tracking quality trends and performance metrics. Conduct periodic audits to ensure adherence to industry regulations and client-specific requirements. Participate in calibrations, reviews, and process improvement initiatives. Ensure SOPs are up-to-date and followed by all stakeholders. Support new hire training and onboarding for quality processes. Collaborate with operations, training, and other departments to drive continuous improvement. Required Skills & ExperienceBasic understanding in Quality Assurance, preferably in customer support or process-driven environments. Strong analytical skills with experience in root-cause analysis and process improvement. Excellent communication skills (verbal and written).

Proficiency in QA methodologies, data analysis, and reporting tools (e. g. , Excel, CRM tools). Understanding of various audit methodologies. Ability to work collaboratively with cross-functional teams.