Quality Analyst

RESPONSIBILITIES:

Responsible for conducting quality audits on After-Sales transactions across assigned Lines of Business (CSIM, IMEI, BAD, Case Management, Renewals, and Freebies) to ensure compliance with client policies, company standards, and operational procedures. Reviews transaction accuracy, identifies process gaps and audit findings, monitors SLA compliance, prepares audit reports, provides actionable insights and recommendations, and collaborates with stakeholders to drive continuous improvement while maintaining quality, data privacy, and information security standards.

QUALIFICATIONS:

• Bachelor's Degree in Business, IT, or any related/equivalent field is preferred.
• At least 1 year of experience in any of the following:

Quality Assurance

Audit

After-Sales

Customer Service

Retail Operations

• Experience in quality checking, process compliance, and documentation is an advantage.
• Ability to interpret and apply Standard Operating Procedures (SOPs) and client guidelines.
• Capable of managing multiple tasks while meeting productivity and SLA targets.
• Willing to work onsite, on shifting schedules, weekends, and holidays as business requires.