Senior Quality Analyst

Category: Supervisory, in-office, 2 Year Contract (open to renewal) Department: Quality Assurance Reports To: Organizational Excellence Manager

Job Purpose

The Senior Quality Analyst is responsible for leading and driving the Quality Assurance function within contact center operations. The role is accountable for quality performance, evaluation consistency, and calibration accuracy, ensuring alignment with internal standards and client expectations. The incumbent manages a team of QA Analysts and partners with Operations, Training, and Workforce Management to improve service delivery, strengthen compliance, and enhance overall customer experience outcomes.

Key Responsibilities

• Lead, manage, and develop QA Analysts to ensure consistent, high-quality evaluations and performance
• Oversee and drive daily QA operations, including monitoring, evaluations, and feedback delivery
• Own the application and continuous improvement of QA scorecards, guidelines, and evaluation frameworks
• Lead calibration sessions with internal stakeholders and clients to ensure scoring alignment and consistency
• Own the analysis of QA performance data, identifying trends, risks, and opportunities impacting customer experience and operational results
• Provide actionable insights and recommendations to Operations to drive performance improvement
• Partner with Training and Operations to close performance gaps through targeted coaching and development initiatives
• Ensure alignment between quality standards, business objectives, and client requirements
• Monitor and drive performance against key quality metrics (QA scores, compliance, customer experience indicators)
• Deliver accurate and timely QA reporting to support operational and strategic decision-making
• Lead root cause analysis and drive corrective action planning across programs
• Ensure compliance with company policies, procedures, and regulatory requirements
• Drive continuous improvement of QA processes, tools, and documentation
• Support onboarding and training initiatives by embedding quality standards and expectations
• Represent the QA function in audits, client reviews, and performance discussions

Key Skills & Competencies

• Strong leadership and people management capability
• Advanced analytical and problem-solving skills
• Deep understanding of QA frameworks and contact center operations
• Effective coaching and performance management skills
• Ability to translate data into actionable business insights
• Strong stakeholder management and cross-functional collaboration
• High attention to detail and commitment to quality standards
• Strong communication and presentation skills

Qualifications & Experience

• 4–6 years’ experience in a BPO/contact center environment
• Minimum 1–2 years in a Quality Assurance leadership or supervisory role
• Proven experience driving quality performance improvements
• Strong knowledge of customer experience and quality metrics (e.g., QA scores, CSAT, compliance)
• Experience with QA tools, call monitoring systems, and reporting platforms
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Experience in data analysis and reporting
• Lean Six Sigma, QA, or Customer Experience certifications (an advantage)

Working Conditions

• May require extended hours based on operational needs