Quality Analyst

About Company

Group Bayport, a US Headquartered Organization is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.For more about Group Bayport, please visit

Website:

https://groupbayport.com/about-us/

LinkedIn:

https://www.linkedin.com/company/groupbayport/mycompany/

About The Role

We are looking for a

detail-oriented Quality Analyst

who will be responsible for auditing

voice (calls), chat, and email interactions

to ensure adherence to defined quality standards, compliance guidelines, and customer experience benchmarks. The role requires strong analytical capability to

derive actionable insights

, identify systemic gaps, and support continuous process improvement.Key ResponsibilitiesQuality Audits & EvaluationConduct end-to-end audits for

calls, chats, and emails

as per defined QA frameworks and SOPs.Ensure compliance with

process guidelines, policies, SLAs, and regulatory standards

.Identify

quality defects, root causes, and trends

across channels.Maintain high accuracy and consistency in audits, aligned with calibration standards.Insights & AnalysisAnalyze audit data to identify

recurring issues, top error drivers, and CX gaps

.Prepare

weekly/monthly quality reports and dashboards

highlighting insights, trends, and improvement areas.Correlate quality outcomes with

refunds, reships, complaints, DSAT, and re-contacts

(where applicable).Provide data-backed recommendations to reduce defects and improve customer experience.Feedback & Coaching SupportShare

constructive, actionable feedback

with agents and stakeholders.Support Team Leads and Coaches with

coaching insights and quality narratives

.Participate in

calibration sessions

to ensure scoring alignment and fairness.Process Improvement & GovernanceIdentify

process gaps, SOP deviations, and training needs

.Contribute to

quality improvement initiatives, SOP updates, and process documentation

.Support pilot programs, automation initiatives, and quality transformation projects.Stakeholder CollaborationWork closely with

Operations, Training, Process, and CX teams

.Act as a quality SME for assigned processes or channels.Skills & CompetenciesTechnical & Functional SkillsStrong experience in

Voice & Non-Voice Quality Auditing

Excellent

attention to detail and observation skills

Strong

analytical and problem-solving ability

Proficiency in

Excel / Google Sheets

(Pivot, formulas, data analysis)Experience with

QA tools, ticketing systems, and CRM platforms

Knowledge of

quality metrics, SLAs, KPIs, and CX benchmarks

Behavioral SkillsHigh level of

objectivity and integrity

Ability to convert data into

clear, actionable insights

Strong written and verbal communicationStakeholder management and influencing skillsContinuous improvement mindset

Educational Qualifications

Graduate in any discipline (preferred: Business, Quality, Operations, or related fields)Six Sigma / Quality certification (Green Belt preferred, not mandatory)