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Job Summary:

The Senior QA Analyst plays a key role in ensuring the quality and compliance of customer interactions by leading auditing efforts, identifying areas for improvement, and mentoring junior analysts. This role requires strong analytical skills, attention to detail, and a deep understanding of customer service quality standards, compliance policies, and performance metrics.

Key Responsibilities:Conduct in-depth audits of customer interactions (calls, chats, and emails) for accuracy, compliance, and quality.Create and maintain QA scorecards, audit logs, and performance dashboards.Collaborate with supervisors and training teams to identify coaching needs and drive performance improvements.Lead calibration sessions to ensure scoring consistency across QA and operations teams.Provide actionable feedback to agents and supervisors to support continuous improvement.Monitor trends and escalate recurring issues, compliance breaches, or performance risks.Support the development of QA policies, procedures, and best practices.Participate in onboarding and training of new QA Analysts.Assist with reporting and root-cause analysis for quality-related KPIs.Partner with other departments on quality initiatives and projects.