Associate Quality Assurance Analyst

About the role

The Associate Quality Assurance Analyst will support Global Shared Services operations by conducting quality audits, reviewing service performance, and driving continuous improvement initiatives to enhance customer experience.

Key responsibilities

• Conduct quality audits and transaction monitoring to identify people and process improvement opportunities.
• Perform detailed analysis and service quality reviews of shared services operations.
• Lead calibration sessions to ensure alignment with processes and compliance standards.
• Analyze customer experience data and provide recommendations to boost satisfaction.
• Facilitate QA talks, feedback training, and business reviews to embed a culture of continuous improvement.
• Maintain up‑to‑date audit trackers and generate corrective reports.
• Assist with ISO implementation, service transition, and periodic audits.
• Identify training needs and support GSS training programs.

Required profile

• Bachelor’s degree in a related field.
• 1–3 years of experience in quality assurance and global shared services.
• ITIL or QA‑related certification is a plus.
• Knowledge of quality management tools such as Lean, Six Sigma, COPC, and ISO standards.
• Strong analytical, problem‑solving, and documentation skills.
• Excellent written and verbal communication abilities.

Required skills

• MS Excel
• PowerPoint
• Power BI
• Visio
• Lean methodology
• Six Sigma methodology