Associate Quality Analyst

This position is office based, Associate Quality Analyst will be responsible for evaluating and improving the quality of our asset audits, as well as conducting audits for calls, emails, chats, and tickets. This role involves analyzing data, identifying trends, and providing actionable insights to enhance service quality and operational efficiency.
 

• Define, monitor, and maintain quality parameters for IT support operations, including asset audits, call audits, email audits, chat reviews, incident tickets, and service request evaluations.
• Conduct regular transactional-level quality audits to verify compliance with established processes, service standards, documentation requirements, and asset management controls.
• Support asset inventory management by validating asset records, tracking asset lifecycle updates, identifying discrepancies, and coordinating corrective actions with relevant teams.
• Develop, update, and maintain audit checklists, scoring criteria, process documents, and quality evaluation templates to ensure consistency across reviews.
• Analyze audit results, ticket data, and asset-related information to identify trends, recurring issues, process gaps, risk areas, and opportunities for service improvement.
• Prepare and publish quality, audit, asset, and operational reports with clear insights, key metrics, impact analysis, and recommended corrective or preventive actions.
• Collaborate with team leads, supervisors, and management to review audit findings, agree on action plans, monitor closure, and improve service delivery performance.
• Provide feedback, coaching, and training support to team members based on audit observations, process changes, quality gaps, and training need analysis.
• Contribute to continuous improvement initiatives by recommending process enhancements, standardizing best practices, and supporting projects that improve user experience and operational efficiency.
• Organize and support review meetings with an action-oriented approach, ensuring issues, ownership, timelines, and follow-up items are clearly documented and tracked.

Supervisory Responsibilities
This position does not have direct supervisory responsibilities.
 

Required

• Proven experience in quality assurance, preferably in asset management or customer service.
• Strong analytical skills with attention to detail and a focus on data-driven decision-making.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team in a fast-paced environment & willing to work in rotational shifts.
• Strong organizational skills and the ability to manage multiple priorities.

Knowledge, Skills, Abilities, and Other Characteristics

• Report Management: Prepare, publish & maintain Quality, Assets & other reports.
• Knowledge of asset management principles and practices.
• Standardization of trainings & processes.
• Teamwork & Interpersonal skills.
• Analytical, problem solving & decision-making skills.
• Organizing & planning skills.
• Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative: Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.