Trilingual Quality Support Analyst

Quality Analyst (QA) About the Role:

As a Quality Analyst, you will play a crucial role in ensuring the highest standards of quality across our operations. You will be responsible for auditing cases, providing feedback, analyzing metrics, and developing strategies for continuous improvement. This role requires a keen eye for detail, a customer-centric approach, and a commitment to upholding quality standards.

Key Responsibilities:

● Audit cases to ensure compliance with quality standards and a customer-centric approach at every step of the task.

● Provide feedback and follow up on identified opportunities for improvement.

● Report weekly, monthly, and quarterly metrics and their analysis.

● Present metrics and action plans to external stakeholders.

● Analyze feedback and develop strategies for containment and early detection of opportunities.

● Document processes and findings.

● Conduct risk analysis.

● Generate valuable resources for the team.

● Identify individual and group improvement opportunities to create action plans.

● Develop preventive and corrective Root Cause Analyses (RCAs)