Quality Analyst
We are seeking a dedicated Quality Analyst to support our Technical Support process. The ideal candidate will
be responsible for evaluating customer interactions, ensuring adherence to technical troubleshooting
protocols, and supporting continuous improvement initiatives to enhance customer satisfaction and
resolution accuracy. The role requires strong analytical skills, attention to detail, collaboration, and a focus on
driving measurable improvements across teams and processes.
What you will do:
• Monitor and evaluate customer interactions (calls and emails) for technical accuracy, and compliance
with troubleshooting protocols
• Conduct regular audits and identify process gaps, knowledge gaps, and improvement opportunities
• Conduct RCA for any escalations received
• Provide structured feedback and coaching to agents for both technical and behavioral improvement
• Work closely with the Operations Manager to calibrate quality standards and align on improvement
plans
• Identify trends in customer pain points and provide actionable insights to minimize repeat contacts
and improve First Call Resolution (FCR)
• Maintain and share weekly and monthly quality performance dashboards and reports
• Participate in calibration sessions, quality review meetings, and RCA exercises
• Collaborate with cross-functional teams to identify opportunities for process improvement and
implement solutions to improve efficiency
• Collaborate with leadership to align improvement projects with business goals
• Track and analyze data to assess the impact of improvements, preset findings and recommendations
to the leadership
What we look for:
• Excellent communication and facilitation skills to engage with leadership and various teams
• Ability to deliver constructive feedback and drive performance improvement
• Strong analytical and problem-solving skills with the ability to identify root causes and develop
effective solutions
• Proven ability to manage multiple projects and drive results
• Proficiency in MS-Office tools (Excel, PowerPoint, Word, etc.)
• Flexibility to adapt to evolving business needs and priorities
• Ability to work independently while collaborating effectively with teams across multiple regions
• Familiarity with QA tools and CRM platforms
• Exposure to quality frameworks like Six Sigma will be an added advantage
Education:
• Graduate in any field
• Preferred: Degree in Engineering, Business Administration, Operations Management, or related field
• Preferred: 1-3 years of experience in a QA role within a Technical Support or IT Helpdesk environment
Johnson Controls is an equal employment opportunity and affirmative action employer, and all qualified
applicants will receive consideration for employment without regard to race, color, religion, sex, national
origin, age, protected veteran status, status as a qualified individual with a disability, or any other
characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with
a disability and you require accommodation during the application process, please visit
www.johnsoncontrols.com/tomorrowneedsyou.
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What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission.
Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
