A1M Solutions is hiring a Managed Services Analyst II

Role Summary The Managed Services Analyst II – Quality role is responsible for driving quality excellence across EMS operations by conducting audits, identifying trends, and enabling continuous improvement. This role requires hands-on experience in quality audits, strong analytical capabilities, and the ability to derive actionable insights that enhance overall team performance and customer experience. The individual will play a critical role in maintaining quality standards, identifying gaps, and partnering with stakeholders to implement corrective and preventive actions. This role demands a high level of ownership, attention to detail, and the ability to influence teams toward a quality-driven culture by providing effective, structured coaching and quality insights to reporting leaders. Required Skills • Strong English communication skills (verbal & written) with the ability to deliver clear and constructive feedback. • Proven experience in quality audits, RCA (Root Cause Analysis), and quality improvement initiatives • Strong analytical skills to identify trends, patterns, and improvement areas • Ability to translate data into actionable insights and recommendations • Strong understanding of process adherence, SOPs, and compliance frameworks • Ability to drive continuous improvement initiatives and track their impact close attention to detail • Strong stakeholder management and ability to collaborate with cross-functional teams Roles & Responsibilities • Conduct regular quality audits on cases, projects, and processes to ensure adherence to defined standards • Identify error trends, process gaps, and recurring issues, and perform detailed root cause analysis. • Provide actionable insights and recommendations to improve overall team quality and efficiency. • Drive quality improvement initiatives and track their effectiveness through measurable outcomes. • Partner with Team Leaders and Managers to implement corrective and preventive actions (CAPA). • Deliver structured feedback and coaching to analysts to improve performance. • Create and maintain quality dashboards, reports, and scorecards for leadership visibility. • Ensure adherence to QA frameworks, KPIs, and compliance standard • Support in designing and conducting PKTs, refresher sessions, and quality calibrations. • Proactively identify risks and highlight potential quality concerns before they escalate. • Collaborate with stakeholders to standardize best practices and reduce process variation Contribute to building a continuous improvement and quality-driven culture within the team Education and Experience • Tech / B.E. / MCA / BCA preferred. • 2–5 years of experience, with strong exposure to quality audits and process improvement roles • Proven track record of driving quality improvements and measurable impact on team performance