Quality Analyst – Customer Service Operations

About the Role

We are looking for a detail-oriented and analytical Quality Analyst to strengthen service quality and operational standards across our customer service operations.

You will conduct quality audits, analyse performance trends, identify improvement opportunities and work closely with internal teams and service partners to improve processes, service consistency and customer experience.

We are looking for someone who is analytical, proactive and comfortable working independently , with the ability to turn quality findings into practical improvement actions.

Key Responsibilities

• Maintain and continuously improve quality standards, audit guidelines, scoring criteria and QA frameworks.
• Conduct regular quality reviews of customer communications, service cases and operational workflows.
• Analyse QA/QC results to identify recurring issues, performance gaps and improvement opportunities.
• Prepare quality reports, findings and recommended corrective actions for management review.
• Work closely with internal teams and service partners to improve service quality and operational processes.
• Support quality validation and testing for new or updated systems, workflows and processes before implementation.
• Provide targeted coaching and feedback based on quality findings.
• Review and improve SOPs, FAQs, quality guidelines and training materials.
• Support workshops and knowledge-sharing activities to strengthen service standards.
• Participate in cross-functional discussions and provide quality insights and improvement recommendations.

Requirements

• Diploma or Bachelor's Degree in Business, Customer Service, Operations, Quality Management or a related field.
• Minimum 2–3 years of experience in Quality Assurance, Quality Control, Service Quality, Customer Service Operations or a related function .
• Hands-on experience conducting quality audits, evaluations or scoring reviews .
• Strong analytical skills with the ability to identify trends, root causes and areas for improvement.
• Experience preparing quality reports, action plans or performance analysis.
• Experience in process improvement, SOP development or workflow optimisation will be an advantage.
• Experience working with outsourced service providers, vendors or contact-centre operations will be an added advantage.
• Strong problem-solving skills with high attention to detail and accuracy.
• Good coaching, communication and stakeholder-management skills.
• Able to work independently, take ownership and follow through on improvement actions.
• Good command of written and spoken English.