Analyst Quality Programs
Core
Conduct quality evaluations, audits, and root cause analysis to enhance guest experience and agent performance in contact centers.
Role type
Senior Quality Programs Analyst (Operational Excellence)
Builds
Quality assurance processes, corrective action plans, and process improvement initiatives for Service Centers.
Domain
Retail / Contact Center Operations / Quality Assurance
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Root Cause Analysis (RCA), Lean Six Sigma, Project Management, Data Visualization, Stakeholder Management, Process Improvement, Quality Auditing, Corrective Action Planning, KPI Monitoring, Cross-functional Collaboration
Preferred skills
Generative AI implementation, Automation tools, Advanced Excel/PowerPoint, NICE/Genesys/Verint platforms
Technologies
Power BI, Tableau, Excel, NICE, Genesys, Verint, GenAI tools
Responsibilities
Conduct quality evaluations, audits, calibration sessions, and listening forums. Execute QA/QC activities to ensure adherence to standards and SOPs. Perform root cause analysis using structured methodologies. Develop and track corrective and preventive action plans. Lead cross-functional quality and process improvement projects. Develop reports, dashboards, and business insights. Monitor key quality metrics and KPIs. Partner with Product, Technology, and Operations teams to optimize quality capabilities.
Seniority
Mid-Senior, hands-on IC with project leadership