Quality Analyst – QA

Quality Analyst – QA

Requirements

• Minimum of 2 years’ contact support experience
• Must be flexible to work any shift between 5:00 am – 12:00 am PT including weekends and holidays

Responsibilities

• Conduct QA evaluations of the agent’s output, in the form of a QA form or scorecard
• Perform a deep dive on the accuracy of the incoming request, which includes how the overall customer experience was handled
• Conduct root cause analysis and other data calibration with the team, the client, and internal stakeholders
• Conduct health checks on the team with areas for process refreshers based on errors, and recommendations to the Training Team
• Act as liaison with Managers and Team Leads to ensure consistent quality measurements throughout the operation
• Participate as project team member in problem prevention and continuous improvement projects
• Act as escalation point of contact for process questions, issues and resolution
• Provide QA progress reports to Team Leads
• Conduct coaching sessions to assist team leads when required
• Analyze Customer Satisfaction Survey results, where applicable & recommend improvement efforts
• Administer the QA issue repository and ensure all escalations are properly addressed

Preferred Qualifications

• Experience working within a QA capacity
• Excellent communication and interpersonal skills
• Strong organizational and administrative skills
• Participate and lead in calibration sessions