Job Description

About the Role

We are looking for a Quality Analyst Head (Supervisor) to lead and strengthen quality assurance operations across customer service, back-office, compliance, audit, and process improvement functions. This role is responsible for ensuring that service delivery, customer interactions, documentation, and operational processes meet internal quality standards and business requirements.

The ideal candidate has strong experience in quality assurance operations, compliance monitoring, audit execution, customer experience quality, and process improvement, preferably from insurance, HMO/healthcare, BPO, shared services, financial services, or customer operations environments.

Key Responsibilities

Quality Assurance Operations

• Lead and oversee daily quality assurance activities across assigned teams, accounts, or business units.
• Ensure accurate and consistent implementation of QA scorecards, audit guidelines, and quality standards.
• Review and validate quality evaluations to ensure fairness, accuracy, and alignment with business requirements.
• Monitor quality performance, recurring errors, compliance gaps, customer complaints, and process issues.
• Ensure timely completion of quality audits, transaction reviews, call evaluations, documentation checks, and customer interaction assessments.
• Maintain proper quality documentation, audit records, calibration outputs, reports, and corrective action trackers.

Audit, Compliance, and Risk Monitoring

• Conduct and oversee quality audits to ensure compliance with internal policies, operational procedures, and regulatory requirements.
• Identify process deviations, documentation gaps, control weaknesses, and potential compliance risks.
• Partner with Operations, Compliance, Training, and business stakeholders to address quality findings and audit concerns.
• Recommend corrective and preventive actions to reduce errors, rework, complaints, and process inconsistencies.
• Support audit preparation by ensuring that quality records, reports, and documentation are accurate and complete.

Customer Experience Quality

• Evaluate customer interactions across applicable channels, including calls, emails, chats, tickets, claims, transactions, and back-office processes.
• Assess service quality based on accuracy, professionalism, empathy, resolution quality, compliance, and customer experience standards.
• Analyze customer feedback, complaint trends, escalation drivers, and quality performance data to identify improvement opportunities.
• Provide actionable insights to improve service quality, customer experience, and operational performance.

Team Leadership and Process Improvement

• Lead, coach, and develop Quality Analysts or QA team members to ensure consistent performance and evaluation standards.
• Conduct quality huddles, calibration sessions, coaching discussions, and performance reviews.
• Analyze quality data and operational trends to identify root causes of performance gaps.
• Prepare and present quality reports, dashboards, scorecards, and business insights to key stakeholders.
• Lead or support process improvement initiatives to enhance service quality, reduce errors, and improve efficiency.
• Collaborate with Operations and Training teams to improve workflows, policies, scripts, knowledge materials, and service standards.

Key Requirements and Qualifications

• Bachelor's degree in Business Administration, Management, Industrial Engineering, Psychology, Healthcare Administration, or any related field.
• At least 4–6 years of experience in quality assurance, quality audit, compliance monitoring, customer experience quality, or process improvement.
• At least 1–2 years of supervisory, team lead, or people management experience in a QA function.
• Experience in insurance, HMO/healthcare, BPO, shared services, financial services, or customer operations is preferred.
• Strong background in QA operations, audit execution, scorecard management, calibration, quality monitoring, and quality reporting
• Solid understanding of compliance requirements, customer interaction evaluation, audit standards, and operational risk controls
• Proven ability to analyze quality trends, identify root causes, and recommend corrective or preventive actions.
• Proficient in Microsoft Excel, Google Sheets, PowerPoint, and quality reporting tools
• Experience with CRM, ticketing, QA monitoring, or reporting platforms is an advantage.
• Excellent communication, coaching, stakeholder management, and presentation skills.
• Strong attention to detail, analytical thinking, sound judgment, and continuous improvement mindset.

Key Performance Indicators

• Completion rate of scheduled quality audits, evaluations, and transaction reviews.
• Accuracy and consistency of QA evaluations based on calibration results and agreed standards.
• Reduction in recurring quality errors, documentation gaps, rework, and compliance findings.
• Improvement in customer experience indicators such as quality scores, complaint trends, escalation rate, CSAT, or NPS.
• Timely closure of corrective action plans and process improvement initiatives.