Sr. Quality Audit Analyst

Position Overview

Curious Analytical Passionate aboutidentifyinggaps and driving service improvements

If you thrive on investigating support trends, analyzing quality gaps, and implementing impactful solutions, this role is for you! As aSeniorServices &Support QualityAuditAnalyst, youwillgo beyond auditing. You willcollaborate with stakeholders, influenceand drivequality initiatives, and enhanceservices&supportprocessesand deliveryto improve customer experience.

This is your chance to be part ofCTSQuality Strategy & Execution team, ahigh-impact, data-driven team, where your insights shape the future of technical support quality and service excellence.

You willbe responsible forevaluatingservices &supportcases, conducting audits,identifyingrecurring issues, and driving continuous service improvements. By analyzing data, performing root cause assessments, and recommending corrective actions, you will play a key role inoptimizingcase handling, technicalexpertise, and operational efficiency.

You will work closely withvendor managementand external vendorteams, SMEs, and leadership to standardize QA processes, surface improvement opportunities, and influence positive change in customer support quality.

Key Responsibilities

Audit & Quality Evaluation

• Audit cases for service quality, case hygiene, process adherence, and compliance with company policies, operating procedures, and industry best practices

• Assess how effectively tools and systems are used in resolving customer issues

• Categorize audit findings,identifyingrecurring trends and areas for improvement

Root Cause Analysis & Continuous Improvement

• Conduct root cause analysis of quality issues andidentifykey factorsimpactingsupport performance

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  Surface technical skill gaps and recommend Subject Matter Expert assessments where needed

• Recommend corrective actions and collaborate with stakeholders to implement process improvements

Reporting & Stakeholder Engagement

• Deliveraudit findingsand insights toVendors & Vendor Management team, SMEs, and relevant stakeholderswith the goalof drivingimprovements

• Facilitateregular QA standups to discuss key observations, trends, and improvement opportunities

• Support the creation of quality assurance reports and dashboards for trend analysis

QA Process Development & Enhancement

• Participate inQAAudit Calibrationprocesstorefine and standardize QA process globally

• Advocate forbest practices and quality awareness to improve service excellence

• Contribute to the growth and maturity of the QA function within the technical support organization, ensuring continuous evolution and refinement of QA processes

Minimum Qualification

• Experience:4+ years in quality auditing,client services &support, orbusiness operationroles, with a total industry experience of 5-7 years

• Technical Proficiency: Hands-on experience with qualitymonitoringtools, reporting software, QA checklists,project managementtoolsand audit methodologies

• Analytical Skills: Ability to conduct root cause analysis,recommend&implementcorrective actions

• Systems Knowledge: Familiarity with CRM and ticketing systems (e.g., Salesforce) is preferred

• Frameworks & Best Practices:Understanding ofIT service management (ITSM) frameworks such as ITIL is a plus

• Available to work acrosstime zones:Willingness to work acrossdifferent time zonesasrequiredto support global operations

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Preferred Qualification

• Analytical Thinking: Strong attention to detail toidentifytrends, assess case quality, andrecommend improvements.

• Communication & Collaboration:Ability to present insights effectively and engage cross functional teams.

• Accountability & Initiative: Independent, proactive, and solution-driven mindset.

• Courage: Willing to engage in tough conversations,challenge the status quo and offer feedback.

• Customer Impact: Passionate aboutimproving technical support deliverythroughservice excellence.

• Growth Mindset: Committed to continuous learning, improvement, and innovation.

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