Category:
Supervisory,
in-office, 2 Year Contract (open to renewal)
Department:
Quality Assurance
Reports To:
Organizational Excellence Manager

Job
Purpose

The
Senior
Quality Analyst
is responsible for leading and driving the Quality
Assurance
function within contact center operations. The role is
accountable for quality performance, evaluation consistency, and calibration
accuracy, ensuring alignment with internal standards and client expectations. The
incumbent manages a team of QA Analysts and partners with Operations, Training,
and Workforce Management to improve service delivery, strengthen compliance,
and enhance overall customer experience outcomes.

Key
Responsibilities

• 
  Lead, manage, and develop QA Analysts to ensure
  consistent, high-quality evaluations and performance
• 
  Oversee and drive daily QA operations, including
  monitoring, evaluations, and feedback delivery
• 
  Own the application and continuous improvement of
  QA scorecards, guidelines, and evaluation frameworks
• 
  Lead calibration sessions with internal
  stakeholders and clients to ensure scoring alignment and consistency
• 
  Own the analysis of QA performance data,
  identifying trends, risks, and opportunities impacting customer experience
  and operational results
• 
  Provide actionable insights and recommendations to
  Operations to drive performance improvement
• 
  Partner with Training and Operations to close
  performance gaps through targeted coaching and development initiatives
• 
  Ensure alignment between quality standards,
  business objectives, and client requirements
• 
  Monitor and drive performance against key quality
  metrics (QA scores, compliance, customer experience indicators)
• 
  Deliver accurate and timely QA reporting to
  support operational and strategic decision-making
• 
  Lead root cause analysis and drive corrective
  action planning across programs
• 
  Ensure compliance with company policies,
  procedures, and regulatory requirements
• 
  Drive continuous improvement of QA processes,
  tools, and documentation
• 
  Support onboarding and training initiatives by
  embedding quality standards and expectations
• 
  Represent the QA function in audits, client
  reviews, and performance discussions

Key
Skills & Competencies

• 
  Strong leadership and people management capability
• 
  Advanced analytical and problem-solving skills
• 
  Deep understanding of QA frameworks and contact
  center operations
• 
  Effective coaching and performance management
  skills
• 
  Ability to translate data into actionable business
  insights
• 
  Strong stakeholder management and cross-functional
  collaboration
• 
  High attention to detail and commitment to quality
  standards
• 
  Strong communication and presentation skills

Qualifications
& Experience

• 
  4–6 years’ experience in a BPO/contact center
  environment
• 
  Minimum 1–2 years in a Quality Assurance
  leadership or supervisory role
• 
  Proven experience driving quality performance
  improvements
• 
  Strong knowledge of customer experience and
  quality metrics (e.g., QA scores, CSAT, compliance)
• 
  Experience with QA tools, call monitoring systems,
  and reporting platforms
• 
  Proficiency in Microsoft Office Suite (Excel,
  PowerPoint, Word)
• 
  Experience in data analysis and reporting
• 
  Lean Six Sigma, QA, or Customer Experience
  certifications (an advantage)

Working
Conditions

• 
  May require extended hours based on operational
  needs