What Is a Quality Analyst? Skill set and Responsibilities

By Indeed Editorial Team

Published 18 October 2021

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

A quality analyst is responsible for testing the components and overall functionality of a product. This testing happens with a core intention to guarantee that the product meets the organisation's compliance standards and common practices. Quality analysts often study how their company offers services and diagnose any loopholes that sacrifice the expectations that consumers have from the service. In this article, we explore what is a quality analyst, their demanded skill set and their contribution to BPO (business process outsourcing) chains.

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What is a quality analyst?

A quality analyst is typically an analytical professional who works in tandem with design, development and management teams. They remain involved throughout the initial, middle and final stages of a product's development. In modern times, quality analysts have become a leading job role in the software development industry. They validate test cases and oversee quality assurance in matters such as software usability and the overall SDLC (software development life cycle).

These quality regulation experts are proficient in QA testing techniques that decipher the negatives of a product or service. Whether it is a deficiency on the user's side that deteriorates their experience or an avoidable hardware flaw that increases manufacturing costs, they are trained to identify these discrepancies and get them resolved.

Related: What Is Quality Control? A Complete Guide

What is the role of a quality analyst?

The role of a quality analyst exists in departments ranging from customer service, product manufacturing, software development, network management and even streamlined customer interactions. Here is a list of their everyday responsibilities common across departments:

  • Staying attentive to project development: QAs must remain focused on developing a project within whatever department they work for. They must catch any faulty decisions that go against standard company practices and lead to doubts of product authenticity in the future.

  • Reviewing the adherence to product demands: They need to stay responsible for carrying out the implementation of projects, even while errors are being resolved. This has to be carried out while accounting for the product's demands as decided by the company and as wanted by the target audience.

  • Satisfying quality requirements: In the software domain, QAs can only meet quality requirements if they are knowledgeable of quality assurance testing tools such as EggPlant, TestComplete, Squish, Katalon and Selenium. The product is not eligible for release unless it has precisely met all quality requirements.

  • Analysing and reporting test results: Once the QAs conduct the tests and analyse the results, they extract essential information indicating what is not on track and where the inconsistencies exist. The responsible team looks into these results and the quality analyst ensures the incorporation of modifications and necessary tweaks.

  • Gathering a broad variety of statistics: Just like large-scale data collection in companies enables them for heightened decision-making abilities, quality analysts use data and generate statistical insights that amplify the probability of a more accurate final product. Thus, quality analysts are adept with statistics and how to simplify its presentation and learnings for other departments.

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What experience is needed to qualify as a quality analyst?

Now that you know the duties of a quality analyst, take a look at the qualifications needed to become one. Here is a list of some relevant degrees, certifications, software and corporate expertise:

  • a bachelor's degree in a relevant field, be it computer engineering, hospitality, financial management or others

  • extensive knowledge of QA practices, theories, tools and quality detection techniques

  • significant experience in working with Microsoft Office, database software and QA applications such as Ranorex or Silk Test

  • comprehensive practical and theoretical knowledge of HTML, Java, SQL, Python and Scrum

  • in-depth understanding of project management cycles

Apart from certifications like Certified Test Engineer (CSTE), Certified Manager of Software Quality (CMSQ) and Certified Software Quality Analyst (CSQA), even certifications for Six Sigma, Quality Auditor and Quality Improvement Associate can suffice.

What are the skills required for a quality analyst?

With the rise in innovation amongst businesses and technological demands amongst consumers, the skill set required to become a quality analyst is getting larger. Although, here are the common skills necessary for a quality analyst:

Detail-oriented

Being detail-oriented ensures no disruptive activities in the supply chain and it also brings lesser instances of reworking and spending more time than necessary. This skill entails checking all the nuances of the tiniest submissions and even large-scale product modifications that are implemented in a team. Such attention to detail brings about an efficient work etiquette that is desired all across the corporate industry.

Time management

Quality analysts have not only their own goals regarding deadlines. They are responsible for working closely with other teams that have deadlines as well. In short, the better hold a QA has over their time management etiquettes, the better performance they showcase.

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Flexibility in analytical approaches

Awareness regarding design approaches, manufacturing pipelines and the desired product features prove beneficial for QAs. This is especially true when it comes to abiding by a particular set of guidelines that safeguards the peculiarity of a product. Overall, a thorough hold on varying analytical methodologies for QAs makes them a multi-purpose resource for strengthening a company's quality control system.

Collaboration and teamwork

QAs may interact with company executives, managers, programmers and a hierarchy of testers. In fact, the product does not release into the market until the QA has communicated and resolved all product uncertainties with these professionals. Thus, utmost coordination and value-centric collaboration are two traits that enhance any QA's skill set.

Critical thinking

Critical thinking increases the chances of diagnosing bugs and fixing them before the product moves up in its development life cycle. Whatever the situation, QAs must churn out solutions that either replace an unwanted trait with a more useful one or eliminate the problem for good. Because QAs are permitted to task other teams with these resolution-based goals, they surely need a firm hold on their problem-solving capabilities.

Communication

They may with clients, stakeholders and several influential personalities within an organisation. Everything from stating defects, creating reports and bug resolving options must remain transparent to keep responsible authorities looped into the core processes. Whether it is informal or formal communication, face-to-face or via documents, QAs must ensure it is foolproof.

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What is a quality analyst in BPO?

BPO stands for business process outsourcing. It refers to the outsourcing of an internal business process to third-party companies. For example, take a look at call centres. They manage outgoing and incoming customer phone calls while keeping in mind a style guide to respond to their queries. Each of their responses revolves around the values, ethics and product-specific objectives of the organisation that is outsourcing this customer query management department to the call centre. QAs ensure that all responses are precisely in the same manner as the company would respond.

If QAs monitor all the calls, then the performance of the call centre and the company's query resolution department may improve. They witness an increase in customer satisfaction, close rates and brand image. Once a BPO appoints a QA, the chance of amateur errors and irregularities in detecting the ideal answer for varying behavioural responses reduces drastically.

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How does a quality analyst help in BPO?

Quality analysts contribute to a BPO setup in a multitude of ways. Here are a few of them:

  • build a clearer picture of agent-customer interaction goals and streamline the process to achieve higher customer retention rates

  • study data on the effectiveness of agent actions and develop tried and tested solutions to increase the agent's efficiency

  • identify patterns that expose mistakes made by agents, most of which is because these agents are not direct employees of the company

  • create a response guideline sheet to ensure all agents are abreast with the accurate manner to reply to a range of customer queries

  • detect problem areas and complexity in customer queries and curate fresh flows for multiple BPO processes

  • evaluating agent performance through inspection, although with more of a monitoring goal rather than a fault-finding one

  • actionable discussions with the client to transfer the insights to the agents

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