Quality Assurance Analyst

As a Quality Assurance Analyst, you will play a critical role in driving the quality and consistency of our Customer Service operations by understanding, interpreting and recommending improvement based on weekly quality audit outcomes.

You will lead initiatives, provide in-depth data analysis and support quality assurance strategies to achieve operational excellence, driving continuous improvement across the business.

This is an exciting opportunity for a highly analytical leader to have a significant impact on the continuous improvement of our Customer Service operations in a newly emerging team across the global operation.

Working within the Global Quality Assurance team, this role offers the opportunity to lead key quality initiatives and provide data-driven insights that improve customer service globally.

You will collaborate with cross-functional teams, creating and structuring weekly reports in a way that makes data accessible for all levels, offering actionable recommendations to enhance processes and agent performance and drive continuous improvement initiatives.

Insights provided will form the basis of business reviews and provide the background for evidenced-based change across the operation.

Preferred Skills, Qualifications and Experience

• Strong analytical and problem-solving capabilities.

• Proficiency in advanced Excel and data analysis.

• Background in Customer Service Quality Assurance.

• Lean Six Sigma Green Belt certification (preferred).

• Proven experience in root cause analysis and expertise in quality tools such as Fishbone Diagram, 5 Whys, Pareto Analysis, and Voice of the Customer (VOC).

• Excellent communication, collaboration, and interpersonal skills.

• Ability to work effectively across different time zones.

• Passion for continuous improvement and driving operational excellence.

• Strong attention to detail and process optimisation skills.

• Ability to lead and influence cross-functional teams.

Main Responsibilities

• Onboarding new QA programs and leading Auditor Certifications.

• Creating data-based reports and offering insights to Quality Assurance Managers and Supervisors to feed into Customer Service teams.

• Conducting root cause analysis and highlighting trends and opportunities for the line of business. 

• Providing insights and recommendations to stakeholders.

• Collaborating with teams globally to implement quality assurance initiatives. 

• Ensuring consistency in processes and drive best practices. 

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