QA Coordinator

Objective:Provide operational and strategic support to Quality Analysts by monitoring performance, preparing reports, and ensuring effective task tracking to improve quality standards, processes, and departmental organization.Duties and Responsibilities:Prepare, analyze, and submit regular reports on key performance indicators (KPIs).Conduct ongoing meetings with Quality Analysts to review performance, provide feedback, and drive continuous improvement.Develop, update, and maintain reporting tools, dashboards, scorecards, and quality documentation.Update and manage complaint tracking, call avoidance reports, coaching records, corrective actions, and quality notes.Monitor Quality Analysts’ performance and ensure accurate tracking of individual and team metrics.Ensure calibration sessions are conducted and documented to maintain scoring consistency.Support onboarding and training of new Quality Analysts on tools, processes, and quality standards.Identify quality trends, root causes, and areas of opportunity, and propose corrective and preventive actions.Coordinate quality initiatives and projects aligned with departmental and organizational goals.Ensure compliance with internal policies, client requirements, and regulatory standards.Maintain accurate records and audit trails for quality processes and evaluations.Serve as a point of contact between QA, Operations, and Leadership for quality-related matters.Assist with process improvement initiatives and workflow optimization.Support any additional functions or projects assigned by management.Qualifications and Requirements:Work ExperienceMinimum of 2 year of experience in Quality Assurance, Quality Control, or a related role.Previous experience in operations (e.g., interpretation, call center, BPO) is highly desirable.Experience leading, coordinating, or supporting teams is a plus.EducationBachelor’s degree or university studies completed Certifications in quality, process improvement, or continuous improvement are an advantage.Technical SkillsStrong knowledge of quality metrics, KPIs, and reporting.Advanced proficiency in Excel, Google Sheets, or data analysis tools.Experience with evaluation systems, scorecards, and QA platforms.Soft SkillsExcellent verbal and written communication skills.Ability to provide clear, objective, and constructive feedback.Strong organizational, time management, and attention-to-detail skills.Analytical mindset with a focus on continuous improvement.Ability to work under pressure and meet deadlines.PerformanceProven track record of high performance and strong KPIs.Professional, ethical, and results-oriented behavior.OtherAbility to coordinate across multiple departments (QA, Operations, HR, Leadership).Adaptability to changing processes, tools, and standards.Originally posted on Himalayas