Quality Analyst Roles and Responsibilities [2025]: Job Description, Skills

A Quality Analyst (QA) is a professional who reviews, tests, and monitors processes or products to make sure they meet set standards. Their role includes spotting flaws, inconsistencies, and potential risks before they snowball into bigger issues. But their work doesn’t stop at identifying problems; they also suggest improvements, track quality trends, and help teams deliver their best.

From BPOs ensuring call quality, to medical billing firms minimizing claim errors, to software companies delivering bug-free applications, Quality Analysts are crucial in every industry where quality can make or break customer trust.

This blog is designed for both recruiters and candidates looking to understand the full scope of the Quality Analyst role. Here’s what you can expect:

• A breakdown of key Quality Analyst roles and responsibilities
• Quality Analyst job descriptions you can use or customize
• Insights into industry-specific Quality Analyst responsibilities, from BPOs and healthcare to IT
• What roles and responsibilities should be highlighted in a Quality Analyst resume
• And more expert-backed tips to help you hire the right Quality Analyst or prepare for the role

Let’s dive into the world of Quality Analysts- the silent heroes of consistent excellence.

A Quality Analyst (QA) is a professional who checks whether a product, service, or process is working properly and meets certain standards. Their main job is to find mistakes, fix problems, and make sure everything works the way it should.

For example:

• In a call center (BPO), a QA listens to recorded calls to check if the customer service agents followed the correct process and were polite.
• In medical billing, a QA reviews medical claims to make sure there are no errors before they are sent to insurance companies.
• In software companies, a QA tests apps or websites to find bugs and make sure users have a smooth experience.

In short, a Quality Analyst makes sure that the final output, whether it’s a product, a service, or a process is accurate, reliable, and up to the mark before it reaches the customer.

Explore more about the business analyst roles and responsibilities here.

The key roles and responsibilities of a Quality Analyst include monitoring processes, identifying errors, conducting tests, documenting findings, ensuring compliance with standards, providing feedback to teams, improving quality control methods, maintaining reports, and helping deliver high-quality outputs across industries like BPO, IT, and healthcare.

Check out the top 10 roles and responsibilities of Quality Analyst below-

Monitoring and Reviewing Processes

One of the core Quality Analyst roles and responsibilities is to observe how work is being done. This could include reviewing customer calls in a BPO, checking billing workflows in medical billing, or tracking software functions in IT. The QA ensures that each step follows the company’s quality standards and guidelines.

This step helps businesses catch mistakes early and maintain consistency. For example, a Quality Analyst in BPO listens to recorded customer calls and scores them based on parameters like professionalism, issue resolution, and tone.

Identifying Errors and Gaps

A Quality Assurance Analyst is trained to spot even the smallest mistakes. They look for errors in product behavior (in IT), claim data (in healthcare), or agent interactions (in BPO).

For instance, one of the key roles and responsibilities of a Quality Analyst in BPO is to flag issues like miscommunication or incorrect information shared with customers. Similarly, in medical billing, QAs check for coding errors or claim mismatches.

Their job isn’t to blame, it’s to correct and improve.

Conducting Manual and Automated Tests

In the tech industry, QA roles and responsibilities include testing software applications to ensure they work correctly. This can be done manually (by clicking through features) or using automated tools like Selenium.

For example, a Senior Quality Analyst in an IT firm may lead a team to perform multiple tests, checking if a payment gateway is secure or if a mobile app loads properly. This ensures the product is user-friendly and error-free before it reaches customers.

Creating Test Plans and Cases

This is a more structured part of quality analysis. Here, the QA professional writes detailed scenarios (called test cases) that simulate real-world situations. These help test how a system or process will behave under different conditions.

A Quality Analyst role in this case would be to ensure all possible cases are covered, what happens if the user enters the wrong password? What if the call gets disconnected?

In medical billing, test plans might simulate unusual insurance claims to see if the billing system responds correctly.

Documenting Issues and Reporting Findings

One of the most important quality analyst roles and responsibilities is documenting every problem they discover. This helps teams understand what went wrong, where, and how to fix it.

They use tools like Excel, Jira, or internal dashboards to log these issues with clear details. A Senior Quality Analyst might also be responsible for reviewing and validating the findings reported by junior QAs.

Proper documentation helps ensure accountability and faster resolution of problems.

Ensuring Compliance with Standards and Guidelines

Whether it’s a Quality Analyst in BPO or healthcare, following industry regulations is a must. For example, healthcare QAs need to ensure compliance with HIPAA, while software QAs must meet ISO or GDPR standards.

This is a critical part of the quality assurance analyst role, making sure the company doesn’t face legal or operational risks due to poor-quality practices.

Providing Feedback to Teams

A key part of QA roles and responsibilities is offering constructive feedback. In a BPO, this may involve coaching customer support agents on how to improve their tone or resolve queries better. In software, it could mean telling the development team which code section is causing bugs.

The feedback is data-driven, backed by performance metrics, and aimed at improving future results.

Collaborating with Cross-Functional Teams

A Quality Analyst role is never isolated, they must work with other departments like IT, operations, HR, or customer service. Their insights help different teams fix errors and align with quality goals.

For example, a Quality Analyst in medical billing may need to collaborate with coders, claim processors, and compliance officers to solve a recurring issue with claim denials.

Improving Quality Control Processes

Experienced QAs, especially those in Senior Quality Analyst roles and responsibilities, often go beyond day-to-day checks. They review the current quality control process and recommend improvements.

This could include creating better checklists, using automation tools, or introducing new quality metrics. Their goal is not just to maintain quality, but to elevate it.

Maintaining and Analyzing Quality Reports

Every QA is expected to maintain detailed daily, weekly, or monthly quality reports. These reports help management track trends, spot recurring issues, and measure the impact of quality improvement initiatives.

This is especially valuable in BPO and healthcare, where customer satisfaction and error rates directly impact business success.

Whether you’re a recruiter hiring for a Quality Analyst role, or a candidate preparing for a QA interview, understanding these Quality Analyst roles and responsibilities is essential. This role is not just about spotting mistakes, it’s about improving performance, ensuring customer satisfaction, and maintaining compliance and reliability across industries.

Up next: we’ll share quality analyst job description templates and resume tips to help you hire or become an exceptional Quality Analyst.

The term “Quality Analyst job description” is one of the most searched queries by recruiters, hiring HR managers, and job seekers alike. That’s because a well-written JD not only helps attract the right talent but also sets clear expectations for the role, especially across diverse industries like BPO, healthcare, IT, or finance.

In simple words, a Quality Analyst (QA) is the professional responsible for evaluating processes, services, or products to ensure they meet defined standards of quality. Whether it’s monitoring customer calls, testing a web application, or reviewing insurance claims, QAs play a critical role in reducing errors and improving outcomes.

Below is a comprehensive and ready-to-use Quality Analyst job description, ideal for job portals, company websites, or LinkedIn posts.

Sample Quality Analyst Job Description

Job Title: Quality Analyst
Location: [Insert Location]
Department: [e.g., Operations, Software Development, Quality Assurance, Customer Support]
Reports To: Quality Manager / Senior QA / Team Lead
Employment Type: Full-time

Job Summary

We are looking for a detail-oriented and analytical Quality Analyst to assess the quality of services, processes, or products and ensure they meet organizational and industry standards. The ideal candidate will have strong observation skills, an analytical mindset, and a commitment to continuous improvement.

Key Responsibilities

• Monitor and review business processes, customer interactions, or system outputs for quality assurance.
• Identify issues, deviations, or gaps in processes and document findings accurately.
• Design and execute test plans (manual or automated) to validate system functionality (for IT roles).
• Evaluate customer service calls/emails/chats to ensure compliance with quality standards (for BPO).
• Audit documents, claims, or billing information for accuracy and compliance (for healthcare or medical billing).
• Provide clear, actionable feedback to team members to improve performance and quality metrics.
• Collaborate with teams such as operations, development, support, and compliance to resolve quality-related issues.
• Maintain records, reports, and dashboards to track quality metrics over time.
• Recommend process improvements or quality control procedures for higher accuracy and efficiency.
• Stay updated with industry best practices and compliance requirements.

Required Skills and Qualifications

• Bachelor’s degree in any discipline (preference for IT, business, or healthcare backgrounds).
• 1–3 years of experience in a quality analyst, QA tester, or auditing role.
• Strong attention to detail and excellent analytical skills.
• Good communication and interpersonal abilities.
• Familiarity with quality assurance tools, audit formats, or testing platforms (e.g., Jira, CRM, automation tools).
• Industry-specific knowledge (e.g., HIPAA for healthcare, ISO standards for manufacturing, QA methodologies for IT) is a plus.

Preferred Qualifications

• Experience in BPO/ITES, healthcare, or software QA environments.
• Certification in Quality Assurance, Six Sigma, or ISO standards is an added advantage.
• Working knowledge of test automation (for IT roles) or compliance regulations (for healthcare roles).

Discover our Job Description category to find out more about to explore various job description templates and roles and responsibilities of popular careers in 2025.

The roles and responsibilities of a Quality Analyst can vary significantly based on the industry, work environment, and business goals. Whether it’s a call center, IT company, healthcare firm, or global e-commerce giant like Amazon, each QA profile demands a tailored skill set and focus area.

Below is a detailed breakdown covering the most searched job variations, helping recruiters define expectations and candidates understand their scope of work better.

Roles and Responsibilities of Quality Analyst in BPO (Voice & Non-Voice)

A Quality Analyst in BPO or call centers is responsible for monitoring and evaluating customer service interactions — usually calls, emails, or chats to ensure agents follow company policies and deliver excellent customer experiences.

Key Responsibilities:

• Monitor live or recorded voice calls and chats for quality and compliance.
• Score agent performance based on tone, empathy, issue resolution, and adherence to scripts.
• Identify knowledge gaps and suggest training or coaching interventions.
• Conduct root cause analysis for repeated quality issues.
• Maintain call quality reports and recommend action plans for improvement.
• Ensure alignment with SLA (Service Level Agreements) and customer satisfaction metrics.
• Share feedback with team leaders and support agents on performance trends.

Roles and Responsibilities of Quality Analyst in Medical Billing & Healthcare

A QA in medical billing focuses on the accuracy of claims, compliance with payer guidelines, and minimizing billing errors that could result in claim rejections or denials.

Key Responsibilities:

• Audit claims submitted to insurance companies for accuracy and completeness.
• Review patient records, billing codes (ICD, CPT), and payment data.
• Ensure documentation adheres to HIPAA and other healthcare regulations.
• Identify coding or submission errors and provide corrective guidance.
• Work with coders, billing teams, and compliance officers to reduce error rates.
• Track denial trends and recommend process improvements to prevent them.

Roles and Responsibilities of Quality Analyst in Medical Coding

Medical coding QAs review how healthcare providers’ services are translated into universal codes used for billing.

Key Responsibilities:

• Validate the correctness of assigned diagnosis (ICD) and procedure (CPT) codes.
• Ensure coding is aligned with medical records and payer policies.
• Spot upcoding, undercoding, or incomplete documentation.
• Generate audit summaries and share compliance risks with coding teams.

Software Quality Analyst Roles and Responsibilities

A Software QA Analyst is responsible for testing applications and systems to ensure they are functional, secure, and user-friendly before release.

Key Responsibilities:

• Create and execute manual and automated test cases.
• Identify bugs, performance issues, and UI/UX gaps.
• Collaborate with developers and product teams to fix issues.
• Validate functionality, usability, performance, and security.
• Maintain test documentation and regression test suites.
• Use tools like Selenium, Jira, Postman, or TestRail.

Senior Quality Analyst Roles and Responsibilities

Senior QAs are team leads or experienced analysts who go beyond monitoring and focus on strategy, mentoring, and process improvement.

Key Responsibilities:

• Review quality frameworks and suggest improvements.
• Audit the audits, validate junior QA work for accuracy.
• Mentor new QAs and lead calibration sessions.
• Analyze long-term trends and design training plans.
• Liaise with leadership to align quality KPIs with business goals.
• Implement automation or AI tools to streamline QA processes.

Data Quality Analyst Roles and Responsibilities

A Data Quality Analyst ensures that organizational data, customer info, sales data, medical records, etc. is accurate, complete, and reliable for business use.

Key Responsibilities:

• Identify and correct data inconsistencies or duplicates.
• Create validation rules and data quality checks.
• Monitor data pipelines and troubleshoot ETL errors.
• Work with BI, analytics, or CRM teams to ensure data integrity.
• Develop reports on data accuracy and cleansing progress.
• Document data standards and educate teams on data governance.

Explore more about data analyst roles and responsibilities here.

AR Quality Analyst Roles and Responsibilities

AR refers to Accounts Receivable. AR QAs ensure billing and collections teams are following proper processes for invoicing, payments, and aging accounts.

Key Responsibilities:

• Review AR processes for timely and accurate billing.
• Audit outstanding accounts and follow-ups.
• Validate reconciliations and ledger accuracy.
• Monitor DSO (Days Sales Outstanding) and suggest improvements.
• Ensure collections practices align with internal and external compliance norms.

Service Desk Quality Analyst Roles and Responsibilities

In IT or tech support companies, Service Desk QAs monitor interactions between agents and end-users to ensure timely and efficient issue resolution.

Key Responsibilities:

• Evaluate ticket handling, resolution accuracy, and communication clarity.
• Score incidents and service requests based on SLA and quality parameters.
• Recommend improvements to knowledge base articles or SOPs.
• Conduct feedback sessions with support staff.
• Track incident resolution trends and escalate recurring problems.

Quality Analyst Roles and Responsibilities in Amazon or E-commerce

In companies like Amazon, QAs may work across customer experience, warehouse operations, tech, or seller support.

Key Responsibilities:

• Audit order processing, delivery, and return workflows.
• Ensure seller or customer interactions are compliant and effective.
• Use dashboards and data to measure service-level metrics.
• Collaborate with operations, logistics, and tech teams for seamless delivery.
• Conduct regular compliance checks and drive continuous improvement.

Quality Analyst Roles and Responsibilities in Resume

If you’re applying for a QA job, here’s how you can highlight your quality analyst responsibilities in a resume:

• “Monitored 50+ customer calls weekly and provided actionable feedback to reduce repeat issues by 20%.”
• “Designed and executed over 100 manual and automated test cases, improving product quality score from 75% to 92%.”
• “Audited medical claims and reduced denial rate by 15% through accurate documentation and coding checks.”
• “Led a team of 3 junior QAs and optimized process workflows using QA dashboards and root cause analysis.”

Pro Tip: Customize your resume bullets based on the industry (BPO, healthcare, IT) and tools you’ve used (e.g., Jira, QMS, CRM).

Whether you’re planning to hire a Quality Analyst or become one, understanding the key skills required for a Quality Analyst role is essential. These skills not only help professionals succeed in their day-to-day tasks but also set them apart in competitive industries like BPO, healthcare, software, e-commerce, and finance.

Let’s break down the most in-demand Quality Analyst skills, divided into core, technical, and soft skills categories.

Core Skills for a Quality Analyst

These are foundational skills that every QA professional must possess, regardless of the industry:

1. Attention to Detail: QAs must catch even the smallest errors in data, systems, processes, or communication to maintain quality standards.
2. Analytical Thinking: Ability to assess problems, understand patterns, and identify root causes, especially when dealing with recurring quality issues.
3. Process-Oriented Mindset: A good QA understands how workflows operate and where things can go wrong, ensuring checks at every stage.
4. Documentation Skills: From audit reports to test case logs, QAs must write clear, structured, and accurate documentation.
5. Compliance Awareness: In regulated industries like healthcare, financial services, or e-commerce, compliance is crucial. A QA must understand rules like HIPAA, GDPR, ISO, etc.

Technical Skills for Quality Analysts

These vary depending on the industry (IT, BPO, medical billing), but here are some common must-haves:

1. Knowledge of QA Tools: Familiarity with tools like Jira, Selenium, TestRail, Quality Center, CRM platforms, or Excel-based audit forms.
2. Testing Techniques (For Software QAs): Manual testing, automated testing, regression testing, UAT (User Acceptance Testing), etc.
3. Data Analysis Tools: Proficiency in Excel, Google Sheets, Power BI, or SQL can help analyze quality metrics and performance trends.
4. Audit Frameworks: Understanding of QA frameworks like Six Sigma, ISO 9001, COPC, or internal SOPs.
5. CRM or Ticketing Systems: For QAs in BPO or service desk roles, knowledge of Zendesk, Freshdesk, ServiceNow, or Salesforce is useful.

Soft Skills for a Quality Analyst

Soft skills make a QA effective not just as a checker but as a collaborator and problem-solver:

1. Communication Skills: QAs must share feedback with teams clearly and respectfully, whether in written reports or verbal coaching sessions.
2. Team Collaboration: Since QAs work closely with customer service, development, operations, and compliance teams, teamwork is vital.
3. Time Management: Managing audits, reviews, follow-ups, and documentation within tight deadlines is a daily part of QA roles.
4. Adaptability: In fast-paced environments like Amazon, startups, or global BPOs, QAs must adapt quickly to changes in process or tools.
5. Critical Thinking: Beyond spotting issues, QAs should propose better ways to solve them or prevent them in the future.

Industry-Specific Bonus Skills

In today’s fast-paced, customer-centric, and compliance-driven world, the Quality Analyst role is no longer optional, it’s essential. Whether it’s ensuring smooth customer service in a BPO, validating accurate claims in medical billing, or testing bug-free software in IT, QAs are the silent guardians of consistency, performance, and trust.

For recruiters, understanding the diverse Quality Analyst job descriptions and skill requirements across industries can help attract the right talent who not only find issues but actively contribute to long-term quality improvements.

For candidates, mastering the key quality analyst roles and responsibilities, developing the right technical and soft skills, and tailoring your resume with relevant QA achievements can open doors to high-growth careers in multiple sectors.

From entry-level Quality Assurance Analysts to senior QA professionals, this role offers continuous learning, cross-functional collaboration, and a chance to make a measurable impact on business success.

So whether you’re hiring, upskilling, or exploring this field, the insights shared in this guide can help you move forward with clarity and confidence.

1. What is a Quality Analyst?

A Quality Analyst is a professional responsible for checking the accuracy, consistency, and overall quality of a product, service, or process. The quality analyst role involves identifying issues, monitoring workflows, and ensuring that standards are met before delivery to customers. They are essential in industries like BPO, IT, healthcare, and e-commerce.

2. What does a Quality Analyst do?

A Quality Analyst monitors, audits, and evaluates systems or services to ensure quality standards are followed. They identify errors, provide feedback, recommend improvements, and maintain quality reports. The goal is to enhance customer satisfaction and operational efficiency through continuous quality assurance.

3. What is the Quality Analyst Job Description?

A Quality Analyst job description typically includes responsibilities like monitoring processes, conducting audits, identifying defects, ensuring compliance with company or industry standards, and collaborating with cross-functional teams. Quality Analysts are expected to have strong analytical skills, attention to detail, and experience with QA tools or testing platforms.

4. What are the roles and responsibilities of a Quality Analyst?

The roles and responsibilities of a Quality Analyst include:

• Monitoring workflows and customer interactions
• Conducting tests and audits
• Identifying and documenting errors
• Ensuring compliance with standards
• Providing feedback to improve performance
• Maintaining reports and quality dashboards
  These responsibilities vary slightly based on the industry, such as software, BPO, or healthcare.

5. What are the QA roles and responsibilities in software testing?

In software testing, QA roles and responsibilities include designing test cases, executing manual and automated tests, identifying bugs, reporting defects, and working with developers to fix issues. A Software Quality Assurance Analyst ensures that the final software product is functional, secure, and user-friendly before it reaches the customer.

6. What is the role of a Quality Analyst in BPO?

The role of a Quality Analyst in BPO is to monitor customer service interactions, evaluate call/chat/email quality, score agent performance, and ensure adherence to company policies and scripts. They help improve customer satisfaction by providing actionable feedback and maintaining high service standards.

7. What is the difference between a Quality Analyst and a Quality Assurance Analyst?

A Quality Analyst focuses on auditing services or processes and improving day-to-day operational quality, especially in BPO or healthcare. A Quality Assurance Analyst, often used in software or IT, is more technical and focuses on testing software or systems. However, in many organizations, the titles are used interchangeably depending on the context.

8. What skills are required for a Quality Analyst role?

Key Quality Analyst skills include attention to detail, analytical thinking, communication, process knowledge, documentation ability, and technical skills like testing tools or audit software. Depending on the industry, additional skills may include coding knowledge (for software QA) or compliance understanding (for healthcare QA).

9. What industries hire Quality Analysts?

Quality Analysts are in demand in industries like:

• BPO/Call Centers – to monitor calls and ensure service quality
• Software/IT – for software testing and bug tracking
• Healthcare/Medical Billing – for auditing claims and ensuring compliance
• E-commerce (e.g., Amazon) – for process audits and customer support quality
  Each domain tailors the quality assurance job description to fit its quality goals.

10. Why is a Quality Analyst important to a company?

A Quality Analyst ensures that errors, defects, or inefficiencies are caught before reaching the customer. This reduces costs, improves customer experience, and protects brand reputation. Their role supports continuous improvement and operational excellence across departments.

Ready to Hire Quality Analysts or Advance Your Career?

For Employers: Taggd’s AI-powered recruitment solutions streamline your hiring process, matching you with skilled accountants who align with your organization’s goals and culture. Find the perfect fit faster with our data-driven approach.

For Job Seekers: Join our Career Circles and get matched to roles that elevate your skills and ambitions.

Explore Taggd for more details.