Senior Quality Assurance Analyst - US Hours

The Senior Quality Analyst is responsible for overseeing and ensuring the integrity and consistency of quality processes and procedures across assigned accounts. This role involves leading quality initiatives, managing audits, and collaborating with various teams to enhance overall quality performance. Additionally, the Senior Quality Analyst assesses the quality of performance of contact center staff, monitors communications, and recommends improvements to enhance the overall customer experience.

Key Responsibilities

1. Develop and maintain quality Process: Design, implement and update quality process and procedures, as well as ensuring the consistency and integrity of quality standards across all accounts.
2. Lead Quality Initiatives: Champion quality improvement initiatives and projects. Collaborate with internal and external stakeholders to drive quality enhancements. Monitor and report on the effectiveness of quality improvement initiatives.
3. Audit Management: Oversee and manage internal and external audits. Ensure all processes and controls comply with relevant standards and regulations. Address and resolve any findings in a timely manner.