Quality Analyst

Role overview

Sample and score work across accounts, run calibration with clients, and make sure findings actually turn into coaching and process change.

Responsibilities

• Sample and score contacts and transactions against the account scorecard
• Run calibration sessions with client teams
• Produce quality reporting with clear, specific findings
• Work with team leads so findings become coaching actions
• Identify root causes rather than only recording errors

Requirements

• Experience in a quality assurance or audit role
• Excellent written English and precise reporting
• Comfortable giving direct, constructive feedback
• Analytical approach to identifying patterns

Preferred skills

• BPO quality experience
• Experience designing a scorecard
• Process improvement training

What we offer

Every benefit listed on a Novatek job posting is one that genuinely applies to the role. Nothing aspirational, nothing borrowed from another company's careers page.

• Structured onboarding with an assessment at the end — you go live when you are ready.
• Weekly coaching from a manager whose job includes your development.
• Written progression criteria, so you know what the next role requires.
• International client exposure that genuinely builds your CV.

Recruitment process

1. Application

   A short form and your CV. No account to create.

2. Screening conversation

   A short call about your experience and what you are looking for.

3. Role assessment

   A practical, role-relevant assessment — written, spoken or technical.

4. Interview

   With the hiring manager, covering the role in detail including the shift pattern.

5. Offer

   A written offer with everything discussed, before you are asked to decide.