Quality Analyst

Role Summary

The Quality Analyst will play a key role in driving quality excellence across our company by evaluating recruiter performance, conducting quality audits, identifying improvement opportunities, and partnering with leaders to enhance overall delivery standards. This is an individual contributor role focused on quality assurance, coaching, compliance, and process improvement.

Key Responsibilities

• Conduct quality audits and reviews of recruiter activities and deliverables.
• Monitor recruiter performance through audit findings and call evaluations.
• Provide constructive feedback and coaching to improve quality outcomes.
• Analyze quality trends and share actionable insights with leadership.
• Support the development and maintenance of quality frameworks and standards.
• Partner with training and operational teams to drive continuous improvement initiatives.
• Ensure adherence to established processes, policies, and quality expectations

Behavioural Expectations

• Strong attention to detail with the ability to identify process gaps and quality concerns.
• Analytical mindset to review data, identify trends, and provide actionable insights.
• Coaching and influencing skills to deliver constructive feedback and support performance improvement.
• Excellent communication skills with the ability to engage effectively with recruiters, leaders, and stakeholders.

QUALIFICATION:

• 1 to 2+ years of experience in Quality Assurance, Recruitment Operations, Customer Service, or a BPO environment.
• Strong proficiency in data analysis and reporting using Microsoft Excel and other reporting tools.
• Proven ability to identify trends, perform root cause analysis, and recommend process improvement opportunities.
• Excellent verbal and written communication skills, with the ability to deliver clear, constructive, and actionable feedback.
• Strong stakeholder management and influencing skills, with the ability to collaborate effectively across teams and organizational levels.
• Exceptional attention to detail, strong organizational skills, and a commitment to quality, accuracy, and compliance.
• Effective time management skills with the ability to manage multiple priorities in a fast-paced environment.
• Consistent academic performance with an aggregate score of 60% or above across 10th Standard, 12th Standard (PUC), and Undergraduate education.
• Bachelors or Masters degree in any discipline from a recognized university.