Quality Analyst (BMW NA)

• Conducts quality evaluations of calls and transactions to ensure compliance with established processes, standards, and customer experience expectations. • Supports the OPM in monitoring and achieving Quality targets and KPIs across the assigned LOB. • Identifies, analyzes, and escalates quality gaps, recurring errors, compliance risks, and performance trends to the OPM and Team Leaders. • Prepares accurate and timely internal and external Quality reports, including evaluation results, trends, and key findings. • Partners with Team Leaders to drive the continuous improvement of call and transaction quality. • Supports Team Leaders in developing and implementing quality improvement initiatives and corrective actions. • Provides Team Leaders with actionable feedback on individual and team Quality performance, including identified strengths and improvement areas. • Identifies training and coaching opportunities based on evaluation results, error trends, and root-cause analysis. • Support Team Leaders in conducting training needs analysis and prioritizing interventions based on Quality findings. • Collaborates with Team Leaders in planning and delivering targeted coaching and refresher sessions for identified performance gaps. • Develops and implements SMART action plans for recurring or significant Quality issues and monitor progress against agreed actions. • Participates in calibration sessions to promote evaluation consistency and alignment across Quality, Operations, and relevant stakeholders. • Collaborates with the Global Quality Team on Quality standards, initiatives, and continuous improvement activities. • Reviews and supports the resolution of customer complaints and Quality-related escalations, including root-cause identification and recommended corrective actions. • Provides agents with structured coaching and feedback on call and transaction handling, focusing on process adherence, accuracy, compliance, customer experience, and improvement opportunities. • Maintains required phone time and live call-handling exposure to ensure continuous process retention, firsthand understanding of customer interactions, and familiarity with current operational procedures. • Handles live customer calls as scheduled to maintain process knowledge, system proficiency, and practical understanding of agent-level challenges. • Applies insights gained from call handling to strengthen quality evaluations, coaching, root-cause analysis, and improvement recommendations. • Demonstrates the ability to provide constructive, objective, and actionable feedback . • Maintains a positive, professional, and solutions-oriented attitude . • Serves as a positive role model and ambassador for Quality and Operations. • Maintains a good attendance, punctuality, and conduct record . • Must have no active corrective or disciplinary action at the time of application/appointment. • Demonstrates a consistent productivity and performance record . • Maintains a strong customer and client-focused mindset . • Demonstrates strong analytical skills and attention to detail , particularly in identifying Quality trends, recurring errors, and improvement opportunities. • Possesses effective communication, coaching, and interpersonal skills . • Demonstrates initiative, accountability, and ownership in driving actions through completion. • Able to work collaboratively with agents, Team Leaders, Operations, Training, and other Quality stakeholders . • Demonstrates flexibility to support varying schedules and business requirements , including early or late shifts when required. • Willing to maintain the required phone time and live call-handling exposure to support process retention and operational proficiency. • Willing to provide additional operat