Description

You will evaluate and strengthen quality standards across customer interactions and operational workflows, conduct structured evaluations, analyze quality data, and partner with teams to drive performance improvement. This hybrid role requires at least one day per week in the BGC office.

Requirements

• Experience in quality monitoring and evaluation
• Strong analytical and root cause analysis skills
• Proficiency with QA software and reporting tools
• Ability to collaborate with cross-functional teams
• Experience in process improvement or training is a plus

Responsibilities

• Conduct structured evaluations of customer interactions and operational workflows using standardized scorecards
• Assess compliance with policies, process standards, and quality benchmarks
• Perform trend analysis and root cause analysis on quality data
• Prepare weekly and monthly quality reports with actionable insights
• Facilitate calibration sessions and support coaching initiatives