Senior Quality Analyst

Role Overview 

We are looking for a dedicated Quality Coach to join our Customer Experience team. The ideal candidate will have a sharp eye for detail, a passion for customer service excellence, and a genuine enthusiasm for coaching and developing others. As a Quality Coach, you will review customer interactions, provide actionable feedback to Relationship Managers (RMs), and ensure that every communication reflects our Customer First commitment—delivering care, clarity, and consistency in every interaction. 

Key Responsibilities: 

• Evaluate and monitor all customer interactions across multiple communication channels, including calls and emails. 

• Provide honest, empathetic, and motivating feedback to Relationship Managers (RMs), fostering a culture of ownership, curiosity, and continuous growth. 

• Maintain and update quality scorecards, dashboards, and reports to monitor progress, identify trends, and highlight improvements in processes and customer interactions. 

• Champion a culture of accountability, continuous learning, and customer-centricity that reflects our core values. 

• Contribute to shaping and refining quality standards and service guidelines that genuinely represent our brand values and encourage thoughtful innovation. 

• Support ongoing training, refresher programs, and calibration sessions to ensure the team maintains high skill levels and consistently Outdo Every day. 

• Actively participate in team reviews and huddles, sharing insights and ideas that strengthen collaboration and elevate service standards. 

• Conduct deep dives into cases to identify and highlight issues, trends, and opportunities for improvement. 

Qualifications: 

• Bachelor’s degree or equivalent. 

• Minimum of 2 years of experience in quality assurance, customer experience, coaching, or a related discipline. 

• Strong analytical and listening skills with exceptional attention to detail. 

• Excellent verbal and written communication skills. 

• Ability to provide constructive, empathetic, and motivating feedback. 

• Proficiency in MS Excel and PowerPoint for data analysis, reporting, and presentations. 

• Collaborative mindset with the ability to work effectively across teams. 

• Passion for customer service excellence and continuous improvement. 

Why Join Us? 

• Opportunity to impact customer experience and service quality directly. 

• Collaborative and supportive work environment. 

• Ongoing learning and professional development. 

• Be part of a company committed to putting customers first in everything we do.