Job Title : Call Quality Analyst
Work Location : Richardson, TX- Onsite from day 1
Contract duration : 6 months
- We are inviting applications for the role of Quality Analyst (QA)
- We are looking for someone with a good work ethic, and the ability to work well both independently and within the context of a larger team-oriented environment.
- Self-starting, intellectually curious, and creative individual comfortable operating in a fast-paced, dynamic environment.
Responsibilities
- Audits agreed on sample size for accuracy of decisions made by content moderators, within required timeframes
- Analyse errors, conducts RCA, provides timely, helpful, and usable feedback to respective individuals to drive improved performance. Cascade documented feedback to respective teams
- Provide summary reports (daily/weekly/monthly as agreed)
- Partner with Quality Leads to review, prioritize, and report on top errors and error categories impacting accuracy by service line
- Supports end-to-end internal audit quality activities including but not limited to audit planning, implementation, feedback, and re-audit as required
- Work with training team to identify, report and prioritize training needs based on top error categories
- Work with Team Leads/Frontline Managers, Quality Leads, and Training Team to improve underperformance or bottom quartile performance
- Participate in calibration sessions
- Helps with auditing other QAs’ performance through internal audit of audits (AoA)
- Provides insights and reports bugs with respect to policies/operational guidelines/tooling/reporting etc.
- Mentor new QAs on the audit process, tools, and systems
- Documents processes, good practices, quality models, audit tool functionality using agile methods and collaboration platforms
- Invest in self-development with respect to process knowledge, Quality Process Improvement, and service line domain knowledge, tech and tools for effective auditing and reporting, professional effectiveness
Preferred qualifications
- Experience in a quality control environment
- Written and verbal language proficiency in English
- Excellent practical experience with Excel (PivotTable, Charts, Statistical functions)
- Experience with reporting tools (Tableau/Power BI etc.)
- Good knowledge of Quality/Process Improvement techniques
- Detail-oriented, improvement minded
- Critical thinking and problem-solving skills
- Ability to collaborate with diverse stakeholders to deliver results
- Passion for driving performance for larger client purpose
Performs well in a dynamic environment across multiple sites/team