Specialist - Quality Analyst

Key Responsibilities:

• Deliver new hire, refresher, and process training programs

• Facilitate instructor-led, virtual, and hands-on training sessions

• Identify training needs through quality reviews, performance trends, and feedback

• Evaluate training effectiveness and implement improvements

• Conduct quality audits (calls, chats, tickets) and ensure SLA adherence

• Monitor compliance with quality standards, processes, and security policies

• Analyze performance metrics to identify trends, risks, and improvement areas

• Provide coaching feedback to enhance team performance and service quality

• Perform root cause analysis and drive corrective actions

• Collaborate with operations and stakeholders to improve customer experience

• Recommend improvements to processes, workflows, and training content

• Support audits, compliance reviews, and continuous improvement initiatives

• Track and report quality, training, and performance metrics

• Participate in calibration sessions to ensure alignment across teams

Skills & Qualifications:

• 4+ years in Quality Assurance / Training / Contact Center / Service Desk

• Strong communication, coaching, and stakeholder management skills • Analytical mindset with experience in performance and quality metrics • Knowledge of quality frameworks and process improvement methodologies

• Proficiency in Microsoft Office tools

Preferred:

• Experience with ServiceNow, 3CLogic, or similar platforms