Quality Assurance Analyst

About the role

The Quality Assurance Analyst ensures employees strictly follow client procedures, analyzes performance data, conducts audits, and provides actionable insights to improve service delivery and drive continuous improvement.

Key responsibilities

• Conduct monthly planning sessions with QA Leadership to set business objectives.
• Monitor daily employee performance through KPI dashboards, identify trends, share insights, and propose data‑driven improvement strategies.
• Participate in calibration sessions and internal/external meetings.
• Maintain updated quality documentation such as flowcharts, SOPs, and job descriptions.
• Identify training needs and collaborate with the training team to close skill gaps.

Required profile

• High School diploma or Bachelor’s degree.
• At least 12 months of experience in Quality Assurance for Outsourcing/BPO operations.
• Advanced English proficiency (B2–C1).
• Strong analytical, communication, and organizational abilities.

Required skills

• Proficiency in Microsoft Suite.
• Experience with 3CX telephony system.

What we offer

• Competitive salary.
• Monday to Friday schedule (weekends off).
• Growth opportunities.
• Great working environment.