QA Analyst

Job Title: Quality Assurance Analyst - L1

Purpose:
Ensure process compliance and service quality through regular audits and analysis.

Key Responsibilities:

• Conduct quality audits as per schedule (1 audit/agent/week; 3 for bottom-performing agents).
• Share audit findings with clients and leadership on a daily/weekly/monthly basis.
• Perform weekly analysis to identify error trends and complete root cause analysis for top 2 issues.
• Communicate client updates and lead refresher training sessions to address skill gaps.
• Ensure adherence to audit schedules and meet audit coverage targets.

Job Type: Full-time

Pay: $3,000.00 - $4,500.00 per month