Quality Analyst

Reporting to: Operations Manager

Role Purpose

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of service delivery within the Opteon Assist program. This role ensures that operational processes, client requirements, and quality standards are consistently met through regular audits, coaching support, process reviews, and performance analysis. The Quality Analyst partners closely with Operations, Training, and frontline teams to drive continuous improvement, enhance customer experience, and maintain compliance with business requirements.

Key Responsibilities

Quality Monitoring & Compliance

• Conduct regular quality audits and evaluations of completed work, transactions, customer interactions, and operational processes.
• Ensure compliance with client requirements, company policies, standard operating procedures (SOPs), and regulatory standards.
• Monitor adherence to quality frameworks, scorecards, and evaluation criteria.
• Identify quality risks, trends, and recurring issues that may impact operational performance.
• Maintain accurate quality records, audit findings, and supporting documentation.
• Participate in internal and external audits as required.

Performance Analysis & Reporting

• Analyze quality performance data to identify trends, gaps, root causes, and opportunities for improvement.
• Prepare daily, weekly, and monthly quality reports for the Operations Manager and key stakeholders.
• Track quality KPIs and provide actionable insights to improve overall performance.
• Monitor error rates, rework volumes, customer-impacting issues, and compliance deviations.
• Provide recommendations based on data analysis to improve productivity, quality, and customer outcomes.
• Maintain and update quality dashboards, trackers, and reporting tools.

Coaching & Quality Improvement

• Deliver quality feedback to team members and Team Leaders based on audit findings.
• Partner with Team Leaders to develop action plans addressing performance gaps and recurring quality concerns.
• Support calibration sessions to ensure consistency in quality evaluations across the operation.
• Conduct coaching sessions and refresher discussions focused on quality improvement and process adherence.
• Monitor the effectiveness of coaching interventions and recommend additional support where required.
• Recognize areas of excellence and share best practices across the operation.

Training & Knowledge Management

• Collaborate with Training teams and Operations leadership to identify knowledge gaps and learning opportunities.
• Assist in the development and maintenance of quality standards, job aids, process guides, and training materials.
• Participate in new-hire training, refresher sessions, and quality workshops as required.
• Ensure process documentation remains accurate, current, and aligned with client requirements.
• Support the implementation of process updates and operational changes through effective communication and training support.

Continuous Improvement

• Identify process inefficiencies, quality failures, and recurring operational issues.
• Conduct root cause analysis and recommend corrective and preventive actions.
• Participate in continuous improvement initiatives aimed at enhancing customer experience, quality outcomes, and operational efficiency.
• Support implementation of process improvements and monitor their effectiveness.
• Share quality insights and recommendations with Operations leadership to support strategic decision-making.

Stakeholder Collaboration

• Work closely with Operations Managers, Team Leaders, Training, Workforce Management, and other support teams to achieve quality objectives.
• Assist in addressing client concerns and quality-related escalations.
• Participate in operational meetings, calibration sessions, and business reviews as required.
• Provide subject matter expertise on quality standards, evaluation methods, and quality improvement initiatives.

Culture, Compliance & Professional Standards

• Promote a culture of quality, accountability, and continuous improvement.
• Demonstrate professionalism, integrity, and confidentiality in all interactions.
• Support organizational values and contribute to a positive, collaborative work environment.
• Ensure compliance with all company policies, data privacy requirements, and information security standards.
• Maintain high standards of accuracy, attention to detail, and ethical conduct.

A Bit About You

• Minimum of 1-2 years of experience as a Quality Analyst, Quality Assurance Specialist, or similar role in a BPO, shared services, or back-office environment.
• Strong understanding of quality management principles, auditing methodologies, and performance evaluation processes.
• Experience conducting quality audits, calibration sessions, and feedback discussions.
• Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
• Excellent verbal and written communication skills.
• Strong coaching and stakeholder management capabilities.
• High attention to detail and commitment to accuracy.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Experience using quality monitoring systems, scorecards, and reporting tools.
• Ability to work independently while collaborating effectively across teams.
• Strong command of written and spoken English.

Measurement of Success

• Achievement of quality targets and audit accuracy standards.
• Reduction in quality defects, errors, and rework.
• Improvement in team quality scores and compliance metrics.
• Timeliness and accuracy of quality reporting and analysis.
• Effectiveness of coaching and corrective action plans.
• Successful implementation of quality improvement initiatives.
• Compliance with client requirements, company policies, and regulatory standards.
• Positive stakeholder feedback regarding quality support and insights.

What We Value

We are proud of our diverse global team and united by shared values:

• Collaboration: We succeed together; accountability and respect matter.
• Impact: We focus on outcomes and getting things done.
• Passion: We bring energy, ownership, and positivity to our work.
• Transparency: Open, honest communication builds trust and performance.