Operations Quality Associate

Role Overview

We are seeking a detail-oriented Operations Quality Associate to own the overall quality metrics for the SOC team. This role will support the SOC team with data crunching, deep-dives into monitoring data, identifying current issues, driving operational improvements and efficiency, and supporting decision-making processes. He/ She should assist with analytics and investigations related to monitoring. The role is critical in ensuring operational efficiency and enhancing monitoring effectiveness.

• Own the overall quality metrics, and efficiency of the overall monitoring process.
• Conduct deep dives into monitoring data to identify trends, anomalies, and potential improvements.
• Collaborate with the SOC team to drive changes in operational procedures.
• Support operational decision-making through data-driven insights.
• Conduct quarterly training sessions for operators to improve efficiency and performance.
• Document findings, prepare reports, maintain accurate logs of investigations, remedial plans and drive them as required.
• Assist in real-time monitoring, investigation, and incident analysis if needed.
• Perform other duties as assigned by the SOC Manager.

• Bachelors degree in any related field.
• Overall experience: 5-8 years.
• Excellent written and spoken communication skills.
• Strong analytical and problem-solving skills with high attention to detail.
• Proficiency in Excel, google sheet, data visualization tools (e.g., Tableau, Power BI), data analytics, and statistics are preferred.
• Experience in quality control or operations in international BPOs/call centers preferred.
• Exposure to security operations or monitoring is a plus, especially for candidates handling American clients.
• Ability to work independently and collaboratively in a team environment.
• Comfortable handling highly confidential information and maintaining operational integrity.

• Prior experience in security operations or monitoring-related functions.
• Proactive, self-motivated, and able to identify opportunities for process improvement.
• Comfortable managing multiple priorities and deadlines in a fast-paced environment.