Job Summary: We are seeking a detail-oriented and analytical QA Analyst to join our team. The ideal candidate will be responsible for evaluating processes, identifying areas for improvement, and ensuring high quality standards are met. This role requires strong problem-solving skills, collaboration, and an ability to work with various software tools to track performance and issues.
Key Responsibilities:
• Conduct quality assurance reviews to assess compliance with company policies and procedures.
• Identify inconsistencies, inefficiencies, or issues and provide actionable feedback.
• Develop and execute test plans, test cases, and documentation for findings.
• Collaborate with developers, project managers, and other stakeholders to resolve issues and improve performance.
• Utilize call monitoring systems, CRM software, and analytics tools to track agent performance and log issues.
• Communicate findings and recommendations clearly through reports and presentations.
• Assist in training and guiding team members on quality standards and best practices.
• Manage multiple projects and tasks while maintaining attention to detail and meeting deadlines.
Required Skills & Qualifications:
• Attention to Detail & Analytical Skills: Ability to spot inconsistencies, analyze root causes, and suggest effective solutions.
• Strong Problem-Solving Skills: A mindset geared toward improving processes and product quality.
• Soft Skills: o Excellent communication skills for documentation and reporting. o Strong collaboration and teamwork abilities to work across departments. o Effective time management skills to handle multiple priorities.
• Technical Knowledge: Familiarity with call monitoring systems, CRM software, and analytics tools.
• Education: Bachelor's Degree required.
• Schedule: Open to various schedules as required by business needs.