Quality Analyst - Remote

Overview

As a Quality Analyst at Wellhub, you will be recognized as a trusted advisor by our CX partners, providing support through consistent insights and standardized quality processes across regions.

In Short

• Conduct quality audits and data analysis across various regions and channels.
• Stay updated on workflow changes, operational guidelines, and policies.
• Perform root cause analyses to identify trends and issues.
• Develop effective action plans and recommendations to improve quality.
• Monitor the effectiveness of action plans and report results.
• Participate in special projects, audits, and process improvements.
• Organize and lead calibration sessions with internal teams and BPO.
• Act as a liaison with the training team, providing insights based on identified gaps.
• Execute other necessary activities as required.

Requirements

• Previous experience in Quality Assurance in a BPO, Call Center, or Customer Support environment.
• Degree in statistics, mathematics, information management, or a similar field.
• Advanced English - ability to interpret and summarize data and insights concisely.
• Knowledge of Microsoft Office or Google Suite, including Excel/Sheets.
• Strong organizational, time management, and problem-solving skills.
• Alignment with the culture of well-being and work-life balance.

Benefits

• Health, dental, and life insurance.
• Flexible work arrangements, with hybrid or remote options.
• Access to Wellhub's wellness plan and discounts on premium plans.
• Paid time off and additional leave days.
• Paid parental leave.
• Professional growth opportunities.