Analyst II - Operational Quality Assurance

Quality Technology Services•Suwanee, GA

12d

About The Position

The Operational Quality Assurance (QA) Analyst II at QTS is responsible for monitoring, evaluating, and continuously improving the quality of business operations and processes within the Operations Support Organization. This role ensures that company products, services, and operations meet established standards of quality, reliability, and performance . The analyst collaborates with cross-functional teams to identify opportunities for improvement, supports compliance initiatives, and implements best practices to drive operational excellence standards.

Requirements

Bachelor’s degree in business administration, Quality Assurance, Operations, or a related field (or equivalent experience).
2+ years of experience in quality assurance, operations analysis, or a similar role.
Strong understanding of quality assurance methodologies, tools, and techniques.
Familiarity with regulatory requirements relevant to the industry (e.g., ISO, Six Sigma, Lean).
Proficient in data analysis and reporting; experience with quality management software is a plus.
Excellent communication, collaboration, and interpersonal skills.
Detail-oriented with strong organizational and problem-solving abilities.
Ability to manage multiple priorities and work effectively under deadlines.

Responsibilities

Assist in the development and implementation of new quality assurance policies, procedures and guidelines.
Assist in QA training sessions for program roll out and continued new hire training sessions.
Coordinate and conduct monthly leadership calibration sessions to unify our evaluation criteria among team members, ensuring that all customer interactions are scored using the same standard to reduce discrepancies and promote fairness in QA evaluations.
Conduct call monitors and ticket audits to identify areas for improvement and to ensure compliance with company policies. This is indispensable for achieving /maintaining a consistent customer experience.
Utilize and confirm AI outputs of tool and dashboard of quality program to ensure tool is working as intended.
Collaborate with operations leaders to provide audit feedback and develop coaching and training actions.
Create QA baseline to track the effectiveness of quality improvement initiative.
Analyze data and prepare reports to identify trends, root causes of quality issues, and opportunities for customer experience improvement.
Maintain accurate records of quality assurance activities, findings, and corrective actions.
When received, review evaluation disputes against QA attribute/sub attribute definitions to confirm if a valid dispute.