Quality Assurance & Auditor

You are being hired as a Quality Analyst at the company. Your role will involve evaluating, monitoring, and enhancing customer interactions and operational processes across multiple support channels. It is critical for you to ensure compliance with quality standards, improve customer experience, and support operations through actionable insights, coaching, and data-driven recommendations. **Key Responsibilities:** - Conduct quality monitoring by auditing voice, email, and chat interactions to ensure compliance with quality and process standards. - Review workflows, documentation, and process adherence regularly through process audits. - Ensure SLA and quality guideline adherence, identify gaps, and recommend process enhancements for compliance and improvement. - Track KPIs (CSAT, FCR, accuracy), generate quality reports, identify trends, and perform RCA for recurring issues in reporting & analysis. - Provide feedback and coaching to agents, collaborate with training teams to address skill gaps in coaching & training. - Align quality objectives with clients, participate in reviews, and share performance insights in client coordination. - Maintain SOPs, quality guidelines, and support documentation to ensure standardization across teams in documentation. **Qualifications Required:** - Minimum of 2+ years of experience in Quality Assurance. - Experience in 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. The company, GlobalLogic, prioritizes a culture of caring where people come first. They offer continuous learning and development opportunities, interesting and meaningful work, balance, flexibility, and are a high-trust organization. GlobalLogic is a trusted digital engineering partner to the world's largest companies, helping create innovative digital products and experiences since 2000.,