Quality Assurance Analyst

Role Overview

The Quality Assurance (QA) Analyst is responsible for auditing and evaluating Engineers’ interactions across calls, emails, and ticketing systems to ensure adherence to technical standards, customer service excellence, documentation governance, and company compliance policies. This role plays a key part in driving service quality, operational transparency, risk mitigation, and continuous improvement across the organization.

Key Responsibilities

Quality Monitoring & Audits

• Monitor and evaluate inbound/outbound calls, email responses, and ticket documentation.
• Audit engineer tickets for technical accuracy, troubleshooting methodology, documentation completeness, SLA adherence, status accuracy, and compliance with defined processes.
• Identify governance risks and recurring compliance gaps.
• Ensure closure/cancellation alignment across systems.

Reporting & Analytics

• Design and maintain quality monitoring formats and scorecards.
• Compile, track, and analyze performance trends at individual and team levels.
• Highlight compliance outliers and recurring risk patterns.
• Prepare weekly/monthly quality dashboards for leadership review.
• Provide actionable insights to Operations, Training, and Leadership teams.

Calibration & Coaching

• Coordinate and facilitate call and ticket calibration sessions with Team Technical Leads (TTLs) and Managers.
• Deliver structured, evidence-based feedback to Engineers and Team Leaders.
• Recommend targeted coaching plans based on quality findings.
• Partner with Training teams to improve learning materials and process documentation.

Process Improvement & Governance

• Contribute to development and enhancement of QA frameworks and audit standards.
• Recommend improvements in SOPs, workflows, and documentation practices.
• Support risk-aligned quality governance initiatives.
• Drive continuous improvement initiatives to enhance client experience and operational excellence.

Required Qualifications & Experience

• Minimum 1 year of experience in Quality Monitoring, preferably within an International Call Center or IT/Managed Services environment.
• Experience auditing technical engineers or IT support tickets (preferred).
• Strong understanding of SLA, compliance, and documentation governance standards.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical and critical thinking ability.
• Exceptional listening and observation skills.
• Ability to provide constructive, structured feedback.
• Strong time management and prioritization skills.
• Ability to engage effectively with stakeholders at all organizational levels.
• Adaptability in a fast-paced, dynamic environment.
• Proficiency in Microsoft Office (Intermediate Excel required; ability to work with reports and basic data analysis).

Preferred / Added Advantage

• Experience with ticketing tools (e.g., ConnectWise, ServiceNow, Autotask, etc.).
• Exposure to KPI-driven environments.
• Basic understanding of ITIL framework.
• Experience working with quality scorecards or governance dashboards.
• Knowledge of root cause analysis techniques.

Key Competencies

• Detail-oriented with strong audit mindset.
• High integrity and objectivity.
• Risk-aware and governance-focused.
• Data-driven decision making.
• Continuous improvement orientation.
• Professional presence and confident communication.