Quality and Performance Analyst  

The Quality & Performance Analyst is responsible for tracking, analyzing, and evaluating individual and team performance across projects. This role ensures that KPIs, SLAs, and quality metrics are met consistently and recommends targeted interventions to address underperformance. The analyst plays a key role in driving operational excellence through data insights and continuous improvement.

Performance Monitoring & Reporting

• Collect, encode, and consolidate data on key performance indicators (KPIs) such as attendance, productivity, accuracy, quality, resolution, average handling time and SLA adherence.
• Maintain real-time dashboards and scorecards for client visibility.
• Generate weekly and monthly performance reports across projects.

Analysis & Insight

• Perform variance and trend analysis to detect performance issues and root causes.
• Provide actionable insights and recommendations to managers and team leads.
• Monitor improvement plans and follow up on implementation and outcomes.

Quality Assurance Support

• Review quality assurance reports and scorecards to ensure consistency.
• Coordinate with Trainers to identify common gaps in quality or compliance.
• Assist in maintaining quality audit frameworks and updating performance criteria as needed.

Collaboration & Process Improvement

• Work closely with management, department heads, team leads, and operations to align on targets and performance initiatives.
• Recommend improvements in operational processes based on data findings.
• Support training interventions by identifying specific coaching or upskilling needs.

• Bachelor’s degree in Business Administration, Statistics, Industrial Engineering, Operations Management, Information Systems, or any relevant field.
• Certifications in Quality Management (e.g., Six Sigma Yellow/Green Belt), Data Analytics, or Workforce Analytics are an advantage.
• 2 years experience in a similar role within a BPO, Shared Services, or Service-oriented company.
• Proven experience in KPI tracking, performance reporting, and quality management systems.
• Background in data analysis, operations support, or workforce management is preferred.

Key Skills & Competencies

• Advanced knowledge in Excel (pivot tables, formulas, charts) and Google Sheets
• Strong analytical and critical thinking skills
• Ability to communicate findings and recommendations clearly
• High attention to detail and organizational skills
• Knowledge of common service delivery KPIs: AHT, CSAT, QA Score, Productivity, etc.;
• Strong interpersonal and cross-functional collaboration skills
• Ability to work under pressure and handle confidential data