The Quality Assurance Analyst (QA Analyst) will have responsibility for performing regular quality audits based on established standards to ensure quality service to customers is consistently met, according to department service metrics. The QA Analyst will facilitate calibration sessions with Team leads generate timely and accurate reports on a daily, weekly, and monthly basis perform quality analysis and be capable of identifying root causes and corresponding action items to improve and or sustain performance. Facilitation of department meetings to ensure processes are aligned with the current business rules and performing quality coaching and feedback sessions would also be part of this role. The QA Analyst will report to a Quality Team Manager.
Job Responsibilities
- Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
- Responsible for communication updates regarding process changes and updates to the team documents
- Assist with work assignments and information between shifts. May include adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
- Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
- Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases Prepare, analyze and interpret complex reports information and formulate conclusions
- Act as technical and functional resource and Subject Matter Expert for team members, peers and or clients as assigned
- Assist to identify, document, and review opportunities for team improvement in procedures processes standards to gain cost effectiveness and efficiency provide cost estimates and execute implementation of improvements
- Conduct daily audits reviews
Job Qualifications
- Degree in any related field
- Minimum 1 year of quality assurance experience in a contact center environment
- Minimum 1 year of customer facing experience
- Minimum of 2 years of experience MS Excel - Intermediate
- Minimum of 1 year experience working with Microsoft Office
- Social Media savvy
- Able to proactively submit suggestions and act based on data analyzation
Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160
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