Quality Assurance Analyst

Role Overview

The Quality Assurance Analyst at Coforge, based in Augusta, GA, plays a critical role in overseeing the quality of customer interactions. This position involves continuous evaluation to ensure compliance with client specifications, company policies, regulatory standards, and quality benchmarks.

Key Responsibilities

• Monitor, assess, and analyze customer interactions to maintain high standards of service and compliance.
• Identify performance shortfalls, coaching opportunities, and suggest process enhancements that foster superior customer experiences and operational effectiveness.
• Collaborate with teams across Operations, Training, Workforce Management, Customer and Client Services to promote ongoing improvements using data-driven insights and quality assurance frameworks.

Candidate Profile and Skills

• Experience working in banking, financial services, or call center environments.
• Proven background in auditing quality of work, spotting trends, root cause analysis, and offering constructive feedback.
• Knowledge of Lean Six Sigma or continuous improvement practices is advantageous; possessing a Green Belt certification is beneficial but not essential.
• Strong analytical aptitude, meticulous attention to detail, and proficiency with quality metrics and reporting tools.