The Quality Analyst will provide support to enable Operations to deliver in line with agreed standards and business requirements. They will drive the development of the necessary knowledge, skills, and attitudes among Representatives to achieve the established Quality SLAs. The role involves monitoring, evaluating, counseling, and documenting employees’ quality performance, as well as providing coaching and guidance as needed to meet goals and expectations. Working closely with management, including Team Leaders and Resource Managers, the Quality Analyst will support and drive the team’s or market’s quality results, serving as an integral contributor to overall performance and success.