Leady Quality Analyst

The Quality Assurance Specialist for UCM Outbound is a key contributor to maintaining service excellence in proactive customer engagement. This role ensures that every outbound interaction reflects the organization’s commitment to empathy, accuracy, and compliance. The Specialist focuses on hands‑on quality monitoring, structured feedback, and operational support, enabling frontline teams to deliver consistent and customer‑centric experiences.

By analyzing QA results, supporting coaching, and maintaining governance standards, the role strengthens operational integrity and builds a foundation for continuous improvement. While primarily execution‑focused, the position offers opportunities to influence service quality through insights and collaboration with team leaders.

Position Responsibilities

• PRINCIPAL ACCOUNTABILITY 1: QUALITY MONITORING & CONTROL

  This accountability ensures that outbound interactions meet defined serv...