Quality Analyst - Digital Operations

Operational Understanding

• Maintain in-depth knowledge of operational workflows, product journeys, and backend functionalities.
• Stay current with all process updates, system enhancements, and new product releases to ensure comprehensive QA coverage.

Enhancement of Ways of Working

• Identify and document efficient methods or best practices observed during QA activities.
• Share these insights with the QA Lead and Managers for assessment and potential rollout to the wider team.
• Support continuous improvement by contributing to process refinement and standardisation efforts.

Error Tracking & Reporting

• Log identified issues and maintained detailed QA records in the tracker.
• Provide clear, structured feedback to Executives and Team Leads on findings.
• Assist in preparing summary reports that highlight trends, recurring issues, and opportunities for improvement.

Collaboration & Communication

• Work closely with Managers and Team Leads to foster a learning culture where QA findings drive growth and improvement.
• Participate in calibration sessions to ensure alignment in QA methodology and expectations.
• Escalate recurring or critical issues objectively and promptly.

KPI Alignment - Deliver against defined QA KPIs, including:

• Number of tasks QA'd
• Deliveries without escalations or post-release concerns
• QA turnaround time in line with task complexity levels

Professional Conduct

• Maintain neutrality and fairness in all QA activities — personal relationships should not influence evaluations.
• Embody the QA team’s principle that quality is non-negotiable, while maintaining a supportive and collaborative approach with peers.

Behavior & Company Culture

• Adhere strictly to the company Employee Handbook and all relevant policies and procedures.
• Demonstrate professional behavior in all interactions, maintaining respect and courtesy toward colleagues, stakeholders, and team members.
• Exhibit discipline and reliability, including minimal absences, punctuality, and consistent accountability for assigned tasks.
• Embrace and actively support the company culture, contributing positively to the team environment and fostering a collaborative and inclusive workplace.
• Maintain integrity, ethical standards, and neutrality in all work activities, particularly when assessing or reviewing work of peers.
• Support a culture of continuous learning, openness to feedback, and knowledge sharing across the team.

Experience & Qualifications Required:

• Proven experience in Quality Assurance, Process Audit, or Operational Performance roles.
• Strong understanding of digital operations, task execution processes, and backend systems.
• Excellent analytical skills and high attention to detail.
• Experience in building QA frameworks, tools, and reporting dashboards.
• Strong communication and stakeholder management skills.
• High ethical standards and objectivity in evaluation.
• Strong discipline, professionalism and respect.
• Proficiency in Microsoft Excel, reporting tools, and Microsoft Office Suite.