Client Care Quality Analyst

Job Description

The Quality Analyst is an individual contributor role responsible for advancing quality, risk, and control monitoring through a combination of manual evaluation, AI‑enabled quality intelligence, and data‑driven insight generation. The role supports first‑line‑of‑defense risk governance by performing quality reviews, monitoring control effectiveness, identifying emerging risks, and enabling continuous improvement across customer interactions and operational processes. The quality analyst analyzes patterns, identifies root causes, and influences operational change. The analyst partners closely with Client Care leadership, operations, training, and risk stakeholders to translate quality and control signals into actionable insights, remediation strategies, and performance improvements. This role leverages AI‑assisted quality tools, advanced analytics, and visualization platforms to surface non‑obvious insights, support governance of Hu & AI driven quality mo...