Senior Quality Analyst (BPO)

TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. Job Summary: The Senior QA Analyst plays a key role in ensuring the quality and compliance of customer interactions by leading auditing efforts, identifying areas for improvement, and mentoring junior analysts. This role requires strong analytical skills, attention to detail, and a deep understanding of customer service quality standards, compliance policies, and performance metrics. Key Responsibilities: Conduct in-depth audits of customer interactions (calls, chats, and emails) for accuracy, compliance, and quality. Create and maintain QA scorecards, audit logs, and performance dashboards. Collaborate with supervisors and training teams to identify coaching needs and drive performance improvements. Lead calibration sessions to ensure scoring consistency across QA and operations teams. Provide actionable feedback to agents and supervisors to support continuous improvement. Monitor trends and escalate recurring issues, compliance breaches, or performance risks. Support the development of QA policies, procedures, and best practices. Participate in onboarding and training of new QA Analysts. Assist with reporting and root-cause analysis for quality-related KPIs. Partner with other departments on quality initiatives and projects. TransPerfect is the world’s largest provider of language services and technology solutions for global business. From offices in over 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. More than 4,000 global organizations employ TransPerfect’s GlobalLink® Product Suite to simplify management of multilingual content. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong. For more information, please visit our website at www.transperfect.com. To learn more about our company culture, please watch our videos below: TransPerfect Effect TransPerfect Core Values