Quality Analyst - B2B- Call Center

About the role

Supports global Quality, Compliance, and Governance initiatives across business operations, including Records Management, Integrity Hotline, Anti-Corruption, and Litigation programs. The role partners with internal stakeholders and business leaders to ensure compliance requirements are effectively monitored, documented, and supported through accurate reporting, risk assessment, audits, and process improvement initiatives.

Key responsibilities

• Partner with Quality Senior Managers, business leaders, and cross-functional stakeholders to support compliance reporting, regulatory requirements, internal and external audits, and related business initiatives.
• Collaborate with the Quality Team and leadership to develop and maintain key reports, presentations, documentation, and other compliance deliverables.
• Retrieve, analyze, validate, and summarize data to support accurate reporting and informed decision-making for site leadership and senior management.
• Monitor processes and identify gaps, risks, and deficiencies; collaborate with relevant stakeholders to develop and implement corrective and preventive actions.
• Support internal audits, client/business reviews, and regulatory inspections by coordinating required documentation, data, and follow-up actions.
• Investigate, document, and track quality and compliance-related deviations, ensuring appropriate escalation and resolution.
• Coordinate business meetings, compliance reviews, and stakeholder calls, including preparation of agendas, presentations, action items, and meeting minutes.
• Maintain accurate and organized compliance records and documentation in accordance with established policies and requirements.
• Support continuous improvement initiatives by identifying opportunities to strengthen processes, controls, and compliance practices.
• Perform other related duties and responsibilities as assigned.

About you

• Minimum of 2 years of experience in Quality, Compliance, Risk, Audit, or a related field.
• Experience supporting B2B, corporate, shared services, or client-facing environments is preferred.
• Strong analytical, problem-solving, organizational, written, and verbal communication skills.
• Ability to work effectively with cross-functional teams, business stakeholders, and senior leadership.
• Proficiency in Microsoft Excel, including basic formulas, functions, data analysis, and reporting.
• Experience in risk assessment, process mapping, audit support, compliance reporting, or process improvement is preferred.
• Strong attention to detail and ability to manage multiple priorities and deadlines in a business environment.
• High school diploma, GED, or Trade/Vocational certification (or equivalent) required.
• Additional education or certification in Quality, Compliance, Risk Management, Business Administration, or a related field is an advantage.
• Ability to sit, listen, communicate, and type for extended periods.