Associate, QA Analyst

QA Analyst

As an QA Analyst – Service Management & Advancement (Quality Assurance), you will play a key role in enabling this capability. You will contribute to a high-performing Quality Assurance function that integrates data driven evaluation, root cause analysis (RCA), customer experience (CX) insight, and closed loop issue management to drive sustained operational improvement. This role offers the opportunity to build foundational expertise in quality intelligence, service analytics, and continuous improvement methodologies, while contributing to an environment that connects quality performance to broader business and customer experience outcomes. You will not only assess service delivery against defined standards, but also help shape how quality data is interpreted, how issues are prioritized, and how improvements are effectively implemented and sustained.

This position is ideally suited for a detail oriented and analytically driven professional who seeks to understand the “why behind performance,” contribute to structured problem solving, and build a long-term career in Quality Assurance, Customer Experience, and Service Management Excellence.

You will be responsible for:

• Conducting consistent and objective quality reviews of service interactions and operational processes, ensuring adherence to defined standards while capturing accurate and actionable performance data.

• Moving beyond symptom identification by contributing to the classification and analysis of defects, helping to identify underlying drivers such as process gaps, behavioral inconsistencies, knowledge deficiencies, or system-related constraints.

• Analyzing evaluation outputs to detect recurring patterns and emerging risks, translating findings into insights that clearly articulate the impact on customer experience, including resolution effectiveness, customer effort, and service consistency.

• Supporting the end-to-end lifecycle of quality improvement by ensuring that identified issues are clearly documented, communicated, tracked, and validated through to resolution, contributing to sustainable performance improvement and defect prevention.

• Providing clear, actionable, and balanced feedback based on QA findings, reinforcing expected behaviors and supporting continuous capability development across operational teams.

• Identifying opportunities to enhance processes, workflows, and quality methodologies, and actively participate in calibration sessions and improvement initiatives to strengthen consistency and effectiveness.

• Reinforcing the importance of customer experience in all quality assessments, ensuring that evaluations reflect not only compliance, but also the effectiveness, clarity, and empathy of service delivery.

You should apply if you have:

• Bachelor’s degree or equivalent experience

• 2-3 years of experience in Customer Experience, Service Operations, Quality Assurance, or related field

• Exposure to QA methodologies or audit frameworks is advantage

• Strong written and verbal communication skills

• Analytical mindset with the ability to interpret structured data sets

• High attention to detail and process discipline

• Ability to operate both independently and within collaborative environments

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs. Our teams care deeply about the value we bring to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

Competitive salary

Opportunity to earn an annual bonus

Great career growth and development opportunities in a global organization

A flexible approach to work

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