We are looking for a detail-oriented Quality Analyst to join our client's Customer Care team. In this role, you will monitor, evaluate, and enhance the quality of Back Office and Voice support processes. You will conduct audits, identify knowledge gaps, and provide actionable feedback to improve team performance. Working closely with Process and Team Managers, you will analyze trends, support training initiatives, and implement continuous improvement strategies to ensure service excellence and SLA compliance.

Key Responsibilities:

• Conduct quality audits of Back Office requests and Voice calls to identify errors, trends, and areas for improvement.
• Analyze operational procedures to identify knowledge gaps, process inefficiencies, and opportunities to upskill agents.
• Collaborate with Team Managers and Process Managers to implement performance improvement initiatives and training plans.
• Provide structured feedback and coaching to Back Office and Voice agents based on quality checklist parameters.
• Maintain and update knowledge management materials, training content, and process documentation.
• Monitor compliance with client SLAs and internal metrics, ensuring end-user satisfaction and process accuracy.
• Prepare reports on quality trends, defect analysis, and performance improvement recommendations.

Qualifications:

• Bachelor's Degree in Business Administration, Communications, or a related field.
• Experienced QA with a strong understanding of quality standards, client SLAs, and internal performance metrics.
• Skilled in performance improvement methodologies, coaching, and providing constructive feedback.
• Excellent analytical, communication, and presentation skills.
• Ability to work collaboratively in a fast-paced, metrics-driven environment.
• Strong English communication skills, both written and verbal.
• Can start immediately, if possible.