Quality Analyst - US Process - BPO

US Quality Analyst

Key Responsibilities:

- Conduct quality assessments and audits of BPO processes and interactions.

- Identify process gaps and recommend improvement strategies.

- Develop and implement quality control processes and procedures.

- Analyze data to identify trends and root causes of quality issues.

- Collaborate with cross-functional teams to address quality concerns and drive continuous improvement.

- Prepare and present quality reports and performance metrics to management.

- Provide feedback and coaching to BPO staff to ensure adherence to quality standards.

- Participate in client quality review meetings and address client feedback.

- Conduct regular training sessions on quality best practices and processes.

- Monitor compliance with regulatory requirements and industry standards.

- Drive initiatives for process standardization and automation.

- Resolve escalated customer quality issues effectively and in a timely manner.

- Contribute to the development of quality assurance strategies and policies.

Stay updated with industry best practices and advancements in quality management.

Required Qualifications:

- Bachelor's/masters degree in Business Administration, Quality Management, or related field.

- Proven experience in quality analysis within the BPO industry.

- Strong understanding of BPO processes and operations.

- Proficiency in data analysis and interpretation.

- Demonstrated ability in problem-solving and root cause analysis.

- Excellent verbal and written communication skills.

- Ability to work effectively in a fast-paced and dynamic environment.

- Certification in Quality Management or Six Sigma is a plus.

- Proficiency in using quality management software and tools.

- Detail-oriented with a focus on accuracy and precision.

- Strong interpersonal skills and ability to work in a team.

- Sound knowledge of industry regulations and compliance requirements.

- Ability to handle multiple projects and prioritize tasks effectively.

- Proactive approach towards quality improvement initiatives.

- Flexibility to adapt to changing business needs and client requirements.