Senior Quality Analyst - International BPO

We are seeking a Senior Quality Analyst with hands-on experience in quality monitoring and improvement within international voice-based BPO operations.

The ideal candidate must have a minimum of 1 year of experience as a Quality Analyst and proficiency in 7 QC tools.

The role involves driving process excellence, improving customer experience, and managing quality compliance with a focus on both Transaction Quality and Client KPIs.

Roles & Responsibilities:

- Drive continuous improvement for Transaction Quality and service delivery.

- Manage claim quality processes and ensure client KPIs/SLO/SLA are consistently met.

- Evaluate the effectiveness of TQ (Transaction Quality) interventions and identify areas for improvement.

- Strengthen the Quality Management Framework to improve service delivery and client satisfaction.

- Accurately capture, monitor, and report key metrics such as SLAs/SLOs.

- Customize and streamline processes to align with client expectations and audit requirements.

- Proactively generate and implement innovative ideas and process improvement initiatives.

- Drive process control, compliance, and support internal/external audit requirements.

- Ensure consistent execution of huddles, feedback sessions, coaching, and refreshers.

- Collaborate with Quality & Compliance teams for COPC, FMEA, PFCU audits, and follow-up on action items.

- Use 7 QC tools to analyze trends, identify root causes, and present corrective/preventive actions.

Required Qualifications & Skills:

- Minimum 2 year experience as a Quality Analyst in an International Voice Process.

- Strong knowledge and application of 7 QC tools.

- Proficiency in Transaction Monitoring, Calibration, Feedback, and RCA.

- Solid understanding of BPO quality metrics such as CSAT, AHT, FCR, QA Score, etc.

- Ability to conduct training refreshers, process gap analysis, and trend reporting.

- Exposure to Quality Frameworks.

- Excellent communication, analytical, and documentation skills.

- Ability to manage multiple tasks and meet deadlines in a high-pressure environment.

- Proficient in MS Excel, PowerPoint, and quality reporting tools.

Preferred Skills (Good to Have):

- Certification in Six Sigma / Lean / COPC / Quality Auditing

- Experience in handling client communications or quality presentations

- Familiarity with tools like NICE, Verint, or Speech Analytics platforms