Senior Quality Analyst

12 hours ago


Lahore, Punjab, Pakistan StudyWise Full time
Key Responsibilities
  • Quality Assurance Protocols:
    • Develop and implement quality assurance protocols, testing methodologies, and monitoring processes to ensure high standards of service.
    • Create and update quality monitoring scorecards to evaluate performance effectively.
  • Process Adherence & Audits:
    • Conduct regular quality audits of calls, documentation, and system usage to ensure process adherence.
    • Monitor compliance with company policies and industry standards, addressing any discrepancies promptly.
  • Performance Analysis & Reporting:
    • Analyze performance metrics to identify trends, gaps, and opportunities for improvement.
    • Create detailed reports with actionable insights to support decision-making processes.
  • Training & Improvement Strategies:
    • Identify training gaps and collaborate with team leads and trainers to develop targeted improvement strategies.
    • Provide constructive feedback to team members based on quality assessments to enhance performance.
  • Documentation & Guidelines:
    • Manage and maintain QA documentation, including process guidelines, best practices, and policy updates.
    • Ensure that all documentation is up-to-date, accessible, and in compliance with company standards.
  • Team Assessments:
    • Conduct periodic assessments of team performance through quality monitoring tools and scorecards.
    • Deliver constructive feedback to team members to drive improvement and maintain high-quality standards.
  • Compliance & Standards:
    • Ensure compliance with relevant industry standards, company policies, and regulations.
    • Stay updated with best practices in quality assurance to maintain a competitive edge.
Requirements

To succeed in this role, you will need:

  • Strong analytical and reporting skills
  • Excellent attention to detail
  • Effective communication and feedback skills
  • Ability to collaborate across teams
  • Knowledge of quality assurance methodologies and best practices
  • Proficiency in QA tools and software
  • Problem-solving and critical-thinking skills


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