Quality Assurance Analyst

Role Responsibilities:

Conducts real time coaching to the campaign's approvers and provides trend data analysis to the

Ops lead and the client.

Performs real time and/or historical audits and evaluation to campaigns.

Creates quality monitoring data management system to compile and track performance at team and individual levels

Participates and initiates calibration sessions.

Conducts first to second level analysis on quality defect trends and errors.

Prepares additional Reports including minutes of meetings and calibration report

Uses information and analysis for Quality Improvement

Participates in Team Meetings and Process Reviews, providing feedback on quality issues.

Conducts side by side sessions, QA coaching and refresher training.

Coordinates with Operations Team Leads to discuss error trends and performances of Agents.

Ensures quality results with integrity are documented and communicated to Management for

appropriate action.

Provides feedback to OPS ATL and OPS Lead on coaching opportunities.

Utilizes escalation data to track and trend issues for management intervention and potential

discussions within and other departments.

Reports any fraud related audits real-time to Ops Lead

Performs other related duties and assignments as required and assigned by immediate Assistant TL and Ops Lead.

Completes assigned trainings and certifications

Role Qualifications:

At least Bachelor's degree holder of any course

Knowledge of Quality Assurance and customer service practices

Preferably 1-2 year experience in QA role (Voice or Non-Voice)

Experience in conducting research and analysis, supported by strong computer proficiency skills

With basic problem-solving skills and conflict resolution techniques

Handles QA of multiple campaigns

With basic knowledge in Microsoft Excel formulas and MS Powerpoint