Required Skills

Work Authorization

  • US Citizen

  • Security Clearance

  • Green Card


Preferred Employment

  • W2-Permanent

  • W2-Contract

  • 1099-Contract

Employment Type

  • Consulting/Contract

education qualification

  • UG :-

  • PG :-

Other Information

  • No of position :- ( )

  • Post :- 6th Jul 2022


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.



  • 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

Company Information