Quality Analyst
The Quality Analyst is responsible for building and driving a structured Quality Assurance framework that ensures consistent, measurable, and high-impact service delivery across the customer journey. The role focuses on analyzing processes, identifying performance gaps, and implementing quality improvements that directly contribute to increased revenue, improved customer satisfaction, and reduced customer churn.
He/She leads the development and execution of quality standards, scorecards, and governance processes, while ensuring accurate reporting and alignment across internal teams and external partners. The role also plays a key part in translating quality insights into actionable strategies, strengthening customer experience, and driving continuous operational improvement.
Quality Assurance & Process Improvement- Analyze customer journeys, processes, and systems to identify quality gaps, risks, and improvement opportunities
- Develop and implement QA frameworks, parameters, and scorecards to standardize performance measurement
- Conduct audits, sampling, and quality evaluations to ensure adherence to service standards
- Generate accurate and actionable quality reports, highlighting trends, root causes, and business impact
- Lead continuous improvement initiatives through data-driven insights and workflow analysis
- Experience in QA, operations, customer service, or telco is an advantage, but not required
- Strong analytical and problem-solving skills, with the ability to interpret data and identify trends
- Good communication and presentation skills, able to convey insights clearly to different stakeholders
- Detail-oriented with a strong sense of accountability and quality standards
- Willingness to learn QA frameworks, tools, and processes; open to training and continuous development
- Ability to work collaboratively with cross-functional teams (Sales, Operations, Aftersales)
- Adaptable and proactive mindset, with the ability to thrive in a fast-paced environment
- Basic proficiency in Microsoft Office / Google Workspace (Excel, PowerPoint, etc.)