Quality Analyst (BMW NA)

• Conducts quality evaluations of calls and transactions to ensure compliance with established processes, standards, and customer experience expectations.
• Supports the OPM in monitoring and achieving Quality targets and KPIs across the assigned LOB.
• Identifies, analyzes, and escalates quality gaps, recurring errors, compliance risks, and performance trends to the OPM and Team Leaders.
• Prepares accurate and timely internal and external Quality reports, including evaluation results, trends, and key findings.
• Partners with Team Leaders to drive the continuous improvement of call and transaction quality.
• Supports Team Leaders in developing and implementing quality improvement initiatives and corrective actions.
• Provides Team Leaders with actionable feedback on individual and team Quality performance, including identified strengths and improvement areas.
• Identifies training and coaching opportunities based on evaluation results, error trends, and root-cause analysis.
• Support Team Leaders in conducting training needs analysis and prioritizing interventions based on Quality findings.
• Collaborates with Team Leaders in planning and delivering targeted coaching and refresher sessions for identified performance gaps.
• Develops and implements SMART action plans for recurring or significant Quality issues and monitor progress against agreed actions.
• Participates in calibration sessions to promote evaluation consistency and alignment across Quality, Operations, and relevant stakeholders.
• Collaborates with the Global Quality Team on Quality standards, initiatives, and continuous improvement activities.
• Reviews and supports the resolution of customer complaints and Quality-related escalations, including root-cause identification and recommended corrective actions.
• Provides agents with structured coaching and feedback on call and transaction handling, focusing on process adherence, accuracy, compliance, customer experience, and improvement opportunities.
• Maintains required phone time and live call-handling exposure to ensure continuous process retention, firsthand understanding of customer interactions, and familiarity with current operational procedures.
• Handles live customer calls as scheduled to maintain process knowledge, system proficiency, and practical understanding of agent-level challenges.
• Applies insights gained from call handling to strengthen quality evaluations, coaching, root-cause analysis, and improvement recommendations.

Function: Quality Assurance
Experience Level: Associate