The Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. The aim of this role is to ensure that quality assurance is applied in an independent, objective and neutral manner. The goal is to improve the customer experience, and overall quality of the operators interactions with the visitors. The QA analyst also plays a key role in minimizing company exposure by the reduction of business risk through continuous improvement of business processes and adherence to corporate policies and procedures.
Role and Responsibilities
- Monitor and evaluate voice/non voice transactions
- Perform live or remote monitoring
- Provide quality performance feedback to the operators and their immediate superiors.
- Roll out quality related updates to operations
- Work in partnership with the operations leadership, along with the process of disseminating the information to ensure improvements.
- Participate in a calibration session to review performance and consistency of scoring.
- Create and implement quality guideline for standardization
- Support operations in case of staffing issues and be flexible enough to help out and perform as one of the support team members
- Quality root cause analysis
- Coordinate with other departments for process implementations/improvements
- Provide tracking and reporting of Quality Assurance metrics.
- Report creation and preparation for performance analysis
Preferred Skills
- Excellent oral, written and interpersonal communication skill
- Experience persuading audience and front line employees to support new initiatives
- Excellent ability to identify and analyze data for trend
- Experience in providing performance feedback
- Ability to multitask and perform in constantly changing environment
- Experience managing and driving team calibration to QA requirements
- Capacity to present oneself professionally in public
