Sr Administrator (Support & Operations)

About the role

Quality Analyst - Level 2 Job Summary The Quality Analyst (Level 3) is responsible for driving quality excellence across customer support and operational processes through advanced quality assurance practices, insightful analysis, governance, and continuous improvement initiatives.

What you'll do

• Lead end-to-end quality assurance programs across multiple service lines, channels, or business processes
• Conduct detailed quality audits of customer interactions, operational activities, and process compliance against defined standards and contractual obligations
• Perform trend analysis, root cause analysis (RCA), and quality reviews to identify systemic issues and drive corrective and preventive actions
• Develop and maintain quality scorecards, monitoring frameworks, and audit methodologies aligned with business objectives
• Provide structured coaching, mentoring, and quality feedback to team members, supervisors, and operational leaders

What you need

• 3–7 yrs of experience
• Six Sigma
• Excel
• Reporting
• Lean
• Process improvement
• Root cause analysis
• BBA

Good to have

• Power BI
• ISO 9001
• CRM
• PowerPoint
• ServiceNow