Senior Quality Analyst

The Senior Quality Analyst evaluates customer interactions, mentors QA team members, delivers performance insights, supports coaches, leads calibrations, and uses analytics and AI tools to drive quality, consistency, and continuous improvement.

PURPOSE:

The Senior Quality Analyst will assist with organization and management of the quality assurance team, assist in reporting and data analytics, and evaluate contacts in accordance with contact evaluation processes; ensuring that associates are performing to established measures and providing our customers with the most positive and professional experience possible. The Senior Quality Analyst will work closely with all team members to ensure HGS is providing the highest degree of customer service excellence from our front-line Associates.

RESPONSIBILITIES:

• Evaluate contacts (phone, email, chat) using the program’s quality monitoring system and input results into the program QA database or monitoring application
• Stay current with quality assurance guidelines and procedural changes within program
• Manage and mentor QA Team members
• Forward completed Associate/Advisor evaluation form to appropriate Performance Coaches
• Create and maintain a schedule for evaluating contacts
• Conduct side-by-side coaching sessions with front-line Associates
• Provide performance reports to Performance Coaches as defined by the Director, Quality & Training
• Provide support to Performance Coaches to ensure contact quality meets all Service Level Agreements
• Participate in calibration sessions to develop predictable QA team results and minimize the scoring variance within the QA team
• Report all WOW/KUDOS contacts to appropriate Performance Coaches and/or present certificate to Associate
• Identify and report trending and business results on an individual and/or team level to Director, Training & Quality
• Enhance personal coaching effectiveness by participating in side-by-side triad sessions with Director, Training & Quality
• Set performance goals for analytics team members and track delivery.
• Ensure accuracy, consistency, and timeliness in all analytics deliverables.
• QA Associates may be requested to handle live contacts by the business unit on an as need basis to maintain call handling and customer service skills
• Leverage AI-driven analytics and automation tools to enhance quality monitoring, identify performance trends, and drive continuous improvement across customer interactions.

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

QUALIFICATIONS:

• College diploma or certificate in related field or equivalent combination of education and experience
• Understanding of quality programs and statistical analysis
• Lead Associate/floor support experience an asset
• Strong analytical skills and experience with tools like Excel, Power BI, Tableau, or similar.
• Experience with Six Sigma, Lean, or other process improvement methodologies.
• Well-developed listening and analytical skills
• Able to work with limited supervision
• Demonstrated leadership with integrity and respect
• Demonstrate professional conduct in the workplace
• Reliability as measured by attendance and adherence records
• Excellent interpersonal and communication skills
• Able to work in a 24 hour a day, 365 days per year environment
• Minimum 30 WPM typing skills
• Satisfactory Criminal Record Check required