About this role
- Review and analyze QA results to identify common trends, errors, and improvement areas
- Share QA insights with Operations and support action planning based on findings
- Conduct root cause analysis and provide clear, practical recommendations
- Coach and guide QA Analysts to improve scoring accuracy and feedback delivery
- Participate in calibration sessions to ensure alignment on quality standards
- Attend Weekly and Monthly Business Review meetings as needed to share quality updates
- Maintain and update QA reports and trackers
- Support client and stakeholder discussions related to quality performance when required