Lead - 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