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.

Responsibilities

- 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.

Qualifications

- 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 setting.

- Comfortable handling highly confidential information and maintaining operational integrity.

Preferred Attributes

- 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.

📌 Operations Quality Associate (Bengaluru)
🏢 Hakimo
📍 Bengaluru