Walk-in || Quality Analyst

• Conduct quality evaluations of live and recorded online proctoring sessions using the approved QA scorecard, SOPs, and client guidelines.
• Assess whether proctors accurately perform candidate readiness checks prior to the start of examinations.
• Evaluate the completeness and accuracy of candidate environment verification to ensure compliance with exam security requirements.
• Monitor proctors' adherence to established exam monitoring procedures throughout the examination session.
• Assess the proctor's ability to identify, address, and appropriately escalate suspicious behaviors, policy violations, and other exam security red flags.
• Verify that all exam incidents, red flags, and candidate interactions are accurately documented in accordance with client standards.
• Evaluate the effectiveness of proctors in providing basic technical troubleshooting while maintaining exam integrity and security.
• Ensure proctors follow all client policies, compliance requirements, and standard operating procedures during the entire examination process.
• Provide timely, objective, and actionable coaching and feedback to proctors based on audit findings to improve quality, compliance, and overall performance.
• Monitor quality trends, recurring infractions, and process deviations, and prepare reports with actionable insights and recommendations.
• Conduct Root Cause Analysis (RCA) on recurring quality issues and partner with Operations to implement corrective and preventive actions (CAPA).
• Conduct internal and client calibration sessions to ensure consistent interpretation and application of quality standards.
• Collaborate with Operations, Training, and Client Success teams to identify process gaps and recommend continuous process improvements.
• Maintain QA dashboards, audit reports, scorecards, and quality documentation to support operational and client reporting requirements.
• Participate in quality initiatives, process reviews, and client meetings to support operational excellence and continuous improvement.

Desired Skills

• 1-2 years QA experience in BPO or related field
• Excellent English communication skills.
• Willing and able to work on either day or night shifts.
• Willing and able to work from Office