Quality Analyst

Job Description

• Conduct thorough quality assurance assessments of processes and transactions to ensure accuracy, compliance, and adherence to company policies and industry regulations.
• Develop and implement quality assurance strategies, policies, and procedures to improve overall performance and efficiency within the financial account BPO.
• Analyze data and metrics to identify trends, patterns, and areas for improvement in service quality and operational processes.
• Collaborate with cross-functional teams to address quality-related issues, provide recommendations, and implement corrective actions.
• Provide timely and constructive feedback to team members regarding performance, compliance, and quality standards.
• Monitor and evaluate customer interactions, including calls, emails, and transactions, to assess service quality and identify training needs.
• Conduct regular audits and reviews of documentation, reports, and client deliverables to ensure accuracy, completeness, and consistency.
• Generate comprehensive quality assurance reports and metrics to track performance, identify areas of concern, and support decision-making processes.
• Stay updated on industry trends, best practices, and regulatory requirements related to financial services to ensure compliance and alignment with industry standards.
• Assist in the development and delivery of training programs and materials to support continuous improvement initiatives and enhance the skills and knowledge of team members.

Requirements

• Proven experience working in a quality assurance or auditing role within the customer services industry, preferably in a BPO environment.
• Excellent analytical skills with the ability to interpret data, identify trends, and draw actionable insights.
• Exceptional attention to detail and accuracy with a focus on maintaining high-quality standards.
• Effective communication skills, both verbal and written, with the ability to interact confidently with stakeholders at all levels.
• Strong problem-solving skills with a proactive and solutions-oriented mindset.