Partner Management - Quality Analyst, T&S

irements.

About the Role
As a Quality Analyst - Customer Support Operations, you will play a pivotal role in ensuring that our BPO partners deliver an exceptional level of quality in every interaction. You will be responsible for conducting in-depth audits, analyzing performance data, and driving continuous improvements in our customer support processes. By collaborating with cross-functional teams, you will help maintain and elevate our quality standards, ultimately enhancing user satisfaction.

Responsibilities

• Conduct comprehensive audits of user support cases managed by our BPO partners to ensure compliance with established quality standards, SOPs, and scoring rubrics.
• Analyze quality performance data to identify trends, discrepancies, and areas for improvement.
• Serve as the subject matter expert for assigned markets, providing guidance to both partner points-of-contact and internal stakeholders.
• Participate in quality calibration sessions to maintain a consistent approach to quality evaluation across all BPO auditors.
• Develop, update, and refine Standard Operating Procedures to address identified quality gaps and drive continuous process improvements.
• Proactively identify process inefficiencies and collaborate with cross-functional teams to implement scalable solutions that enhance operational efficiency.
• Report key findings and insights to the Global Quality Lead, supporting strategic decisions and improvement plans.

Qualifications

Minimum Qualifications
1+ years of experience in a quality assurance or customer support role, with proven expertise in conducting detailed quality audits and evaluations.
Strong analytical skills with the ability to identify trends, derive actionable insights from data, and recommend improvements.
Excellent attention to detail and strong organizational skills, with the capacity to manage multiple priorities concurrently.
Proficiency with computers, CRM software, and data analysis tools.
Excellent written and verbal communication skills in English.

Preferred Qualifications

• Experience working in a cross-functional environment and collaborating with diverse teams.
• Familiarity with industry best practices and quality assurance methodologies.
• Ability to work independently and manage multiple tasks efficiently.