Quality Analyst

Quality Analyst

Job Summary: We are looking for a detail-oriented Quality Analyst to support quality monitoring and process improvement initiatives within banking operations. The Quality Analyst will ensure compliance with quality standards evaluate customer interactions and provide actionable feedback to improve service performance and customer experience.

Key Responsibilities:

• Monitor and evaluate customer interactions based on quality standards and business guidelines
• Provide coaching and feedback to agents to improve performance and service delivery
• Analyze quality trends and identify performance gaps
  
• Support process improvement initiatives to enhance service efficiency and customer satisfaction
• Prepare and present quality reports to Operations and Leadership teams
• Participate in calibration sessions to ensure scoring consistency
  Assist in developing quality standards scorecards and training recommendations

Qualifications:

• Bachelors Degree graduate
• Minimum of 2 years work experience in US/UK banking operations and quality assurance in a call center or shared services environment
• 24 years of contact center experience in the banking industry
  
• Basic understanding of quality methodologies such as Six Sigma Lean Kaizen or similar frameworks.
• Excellent communication feedback and coaching skills