Quality Assurance & Auditor

As a Quality Analyst at GlobalLogic, your role will involve evaluating, monitoring, and enhancing customer interactions and operational processes across multiple support channels. Your responsibilities will be critical in ensuring compliance with quality standards, improving customer experience, and supporting operations through actionable insights, coaching, and data-driven recommendations. Key Responsibilities: - Quality Monitoring: Audit voice, email, and chat interactions to ensure compliance with quality and process standards. - Process Audits: Review workflows, documentation, and process adherence regularly. - Compliance & Improvement: Ensure SLA and quality guideline adherence; identify gaps and recommend process enhancements. - Reporting & Analysis: Track KPIs (CSAT, FCR, accuracy), generate quality reports, identify trends, and perform RCA for recurring issues. - Coaching & Training: Provide feedback and coaching to agents; collaborate with training teams to address skill gaps. - Client Coordination: Align quality objectives with clients, participate in reviews, and share performance insights. - Documentation: Maintain SOPs, quality guidelines, and support documentation; ensure standardization across teams. Qualifications Required: - Minimum of 2+ years of experience in Quality Assurance - Experience handling customer support processes - Prior experience in an international process - Strong understanding of quality frameworks and tools - Proficiency in MS Excel and PowerPoint - Effective communication and presentation skills GlobalLogic offers a culture of caring, prioritizing a culture of acceptance and belonging where you can build meaningful connections. Continuous learning and development opportunities are available to help you grow personally and professionally. You will have the chance to work on interesting and meaningful projects that make an impact. GlobalLogic also values balance and flexibility, offering various work arrangements to help you integrate work and life effectively. As a high-trust organization, GlobalLogic values integrity and trust, ensuring a safe and ethical work environment for all employees and clients.,