Quality Analyst (BMW NA)

Quality Analyst (BMW NA)Full-timeLegal Entity: Bosch Service Solutions Inc.Company DescriptionAt Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join inand feel the difference.Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers.Job DescriptionConducts 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.QualificationsDemonstrates the ability to provideconstructive, objective, and actionable feedback.Maintains apositive, professional, and solutions-oriented attitude.Serves as apositive role model and ambassadorfor Quality and Operations.Maintains agood attendance, punctuality, and conduct record.Must haveno active corrective or disciplinary actionat the time of application/appointment.Demonstrates aconsistent productivity and performance record.Maintains astrong customer and client-focused mindset.Demonstratesstrong analytical skills and attention to detail, particularly in identifying Quality trends, recurring errors, and improvement opportunities.Possesses effectivecommunication, coaching, and interpersonal skills.Demonstratesinitiative, accountability, and ownershipin driving actions through completion.Able to work collaboratively withagents, Team Leaders, Operations, Training, and other Quality stakeholders.Demonstrates flexibility to supportvarying schedules and business requirements, including early or late shifts when required.Willing to maintain the requiredphone time and live call-handling exposureto support process retention and operational proficiency.Willing to provideadditional operational support when reasonably required and in accordance with applicable company policies.Additional InformationKindly attach your resume in your application. Only shortlisted candidates will be contacted.Hiring Timeline:Case Study Presentation and Panel Interview\* Please note that normal qualifiers will apply for internal candidates with no disciplinary actions within prescriptive period.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeImprint