Quality Analyst — Back-Office Operations

Responsibilities

• Conduct daily sampling and auditing of back-office transactions — data entry, document verification, and processing tasks.
• Score agent/associate work against defined quality parameters and accuracy checklists.
• Provide structured, actionable feedback to associates and team leaders within 24 hours of audit.
• Identify error patterns and root causes — distinguish individual performance issues from systemic process failures.
• Maintain QA dashboards: accuracy rates, error type distribution, team-level and associate-level trends.
• Participate in calibration sessions with clients to align quality standards.
• Contribute to SOPs and training materials based on recurring error patterns.
• Support process improvement initiatives by providing quality data and recommendations.

Requirements

• 2–5 years in a quality analyst or quality assurance role in BPO or back-office operations.
• Strong attention to detail — ability to catch errors in high-volume, repetitive tasks.
• Proficiency in MS Excel (VLOOKUP, pivot tables, basic charts) for quality reporting.
• Excellent written communication skills for feedback and reports.
• Systematic, process-oriented mindset.
• Graduate degree in any discipline.

Nice to Have

• Familiarity with ISO 9001 or Six Sigma quality frameworks.
• Experience with RPA or automation quality assurance.
• Prior experience in BFSI or healthcare back-office environments.

About Ayuda Solutions

Ayuda Solutions is a technology-enabled BPO and intelligent operations company headquartered in Ranchi, India. With 13+ years of delivery excellence, we serve enterprises across 11 industries — from BFSI and healthcare to hi-tech and e-commerce — combining AI automation with expert human operations.

With 800+ professionals, ISO 27001 certification, and a 4.4-star Glassdoor rating, we are a place where careers are built — not just jobs held. 68% of our managers started as team members and grew with us.