Quality Analyst: Global Case Management Service

In this role, you will be responsible to monitor and evaluate service operational processes to ensure they meet the established quality standards for the daily inquiries and cases at the 1st level through Case Management across all customer segments. The role involves analyzing data, conducting audits, and working closely with various teams to drive improvements and ensure customer satisfaction.

Your job

• Own end-to-end governance, monitoring, and continuous improvement of globally defined business processes
• Analyze process and quality data to identify trends, gaps, and opportunities for improvement through statistical reporting and insights
• Conduct quality assurance audits and implement corrective and preventive actions to ensure compliance with established standards
• Develop and deliver process and product training programs to enhance employee knowledge and performance
• Collaborate with cross-functional and international stakeholders to drive process alignment, data collection, and operational consistency
• Foster a culture of continuous improvement by identifying inefficiencies, leveraging tools to enhance productivity, and driving quality focused process enhancements

Your qualification

• Bachelor's degree with 2-3 years of experience in process and quality management within shared services, contact centers, or multinational organizations
• Strong analytical skills with the ability to interpret data and drive actionable process improvements
• Excellent verbal and written English communication skills to support global customer requirements
• Experience in customer service or sales process improvement initiatives, including automation and operational efficiency projects, is preferred
• Proficient in MS Office with strong planning, organizational, teamwork, and independent working abilities