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Roles and Responsibility - Conduct thorough quality audits to ensure compliance with industry standards and company policies. - Develop and implement effective quality control processes to enhance customer satisfaction. - Collaborate with cross-functional teams to identify and resolve quality issues. - Analyze data and trends to identify areas for improvement and optimize quality metrics. - Provide training and coaching to team members on quality procedures and best practices. - Ensure all quality-related activities align with organizational goals and objectives. Job Requirements - Proven experience in quality analysis and assurance, preferably in a BPO or related industry. - Solid understanding of quality management principles and methodologies. - Excellent communication, interpersonal, and problem-solving skills. - Ability to work in a fast-paced environment and adapt to changing priorities. - Strong analytical and reporting skills, with attention to detail and accuracy. - Experience with quality management tools and software is an asset. .