Quality Assurance Analyst
The Quality Assurance (QA) Analyst is responsible for overseeing and continuously improving the quality assurance process across sales and customer interactions. This role ensures regional execution aligns with global QA standards, leverages data-driven insights to improve sales performance, and partners closely with Sales, Sales Enablement, and Learning & Development (L&D) teams to drive a high-quality customer experience.
Key Responsibilities
Oversee the quality assurance process for assigned teams, ensuring regional and local processes consistently align with global QA standards
Analyze quality reporting and partner with Sales and L&D leadership to develop executive-level insights and maintain a closed feedback loop with the sales organization
Collaborate with Sales Enablement and Sales Managers to implement regional and functional strategic initiatives aligned with broader company objectives
Leverage QA data to identify skill gaps, coaching opportunities, and training needs for sales representatives; partner with Sales Managers and Sales Enablement to deliver targeted support
Ensure QA audits and evaluations are conducted consistently and accurately against established global frameworks and expectations
Proactively identify opportunities to improve QA processes, tools, and methodologies, partnering with Global QA Program Management as needed
Produce and present weekly QA reports that summarize performance metrics, trends, and actionable insights for key stakeholders
Partner with L&D to determine required operational training for QA analysts, ensuring consistency with evolving customer interaction standards and seasonal or program-specific updates
Act as a cross-functional (XFN) collaborator, strengthening alignment between QA, Sales, & Sales Enablement