Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.
About The Opportunity
We are seeking a QA Operations Analyst (QIA) to deliver high-quality execution of quality evaluations while contributing meaningful insights that support team performance, customer experience, and continuous improvement.
This role serves as the execution and signal detection engine of the Quality function by:
Ensuring accurate, consistent, and reliable quality evaluation
Identifying performance patterns and emerging risks
Supporting enablement initiatives and quality programs
Contributing to a data-driven, insight-led quality environment
The QIA plays a critical role in ensuring that quality data is trustworthy, actionable, and capable of driving improvement at scale.
What You'll Get To Do- Quality Evaluation & Execution
- Conduct audits and evaluations with high accuracy and consistency
- Apply established QA frameworks, scorecards, and guidelines across assigned scope
- Monitor customer interactions through tools (e.g., call listening, case review, system data) to assess:
- Accuracy
- Compliance
- Customer experience quality
- Ensure timely and complete delivery of all assigned QA responsibilities
- Data Integrity & Structured Insight Contribution
- Capture and maintain accurate and reliable QA data across all evaluations
- Identify and highlight:
- Performance gaps
- Common error patterns
- Emerging issues or risks
- Provide structured observations and initial interpretations to support deeper analysis
- Escalate trends and findings in a clear, timely, and actionable manner
- Enablement Execution & Feedback
- Execute enablement activities such as:
- Skill assessments
- Certification processes
- Quality-related evaluations tied to learning programs
- Provide ground-level feedback on:
- Learner performance
- Effectiveness of enablement materials or processes
- Highlight gaps in understanding or adoption to support continuous improvement
- Program & Initiative Support
- Support execution of quality programs and initiatives (e.g., QODs)
- Contribute to:
- Data gathering
- Root cause inputs
- Implementation tracking
- Ensure assigned tasks within initiatives are delivered with quality and consistency
- Process Adherence & Continuous Improvement
- Ensure adherence to established QA processes, workflows, and standards
- Identify inefficiencies or gaps in execution
- Provide suggestions to improve:
- Accuracy
- Consistency
- Efficiency of QA processes
- Support the evolution of QA practices toward scalable and streamlined operations
- Quality Standards Adherence & Consistency
- Apply QA frameworks with discipline and consistency
- Participate in calibration sessions to maintain scoring alignment
- Surface ambiguities or challenges in scoring guidelines
- Contribute to maintaining the credibility and reliability of QA outputs
- Team Collaboration & Stakeholder Support
- Collaborate with QA team members and cross-functional stakeholders
- Support shared goals related to:
- Quality performance
- Customer experience
- Operational improvement
- Contribute to a culture of accountability, consistency, and continuous improvement
Success Metrics
- Accuracy and consistency of quality evaluations
- Timeliness and completeness of assigned deliverables
- Reliability and integrity of QA data captured
- Contribution to identifying performance gaps and emerging trends
- Effectiveness of feedback provided to support improvement
- Adherence to QA standards and processes
Skills And Experience We Value
- Experience in Quality Assurance, Customer Support, or Operations
- Strong attention to detail and ability to maintain consistency in structured work
- Basic to intermediate analytical skills with the ability to interpret data and identify patterns
- Ability to follow defined processes while exercising sound judgment
- Strong communication and collaboration skills
- Ability to manage workload and deliver within timelines
What Would Make You Really Stand Out
- Detail-oriented and disciplined
- Reliable and accountable
- Analytical and observant
- Proactive in identifying issues and opportunities
- Team-oriented and collaborative
- Continuous improvement mindset
Work Arrangement
- Mostly remote but with 1-2 times per month onsite reporting for collaboration.
What's In It For You
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process
