Quality Assurance Analyst

Language & Location Requirements

Please note that applications are currently only being considered for candidates who meet one of the following language and location combinations:

Please Note: This is a role within a customer service/call center environment, focusing on evaluating agent performance and improving service quality.

❗️This is NOT a software testing or IT QA position.

Job Description:

• Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
• Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
• Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add.
• Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and, proactively identifies new ways to improve overall QA work.
• Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.
• Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.
• Collaborate and coordinate with different departments such as Operation, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness.
• Keeping abreast with latest updates of the industry and product information, including emerging user concerns in order to update evaluation criteria.

Requirements:

• Minimally 2-3 years of experience in a customer service environment, i.e., a call center or BPO.
• Excellent English and required languages communication skill and reading and writing proficiency is required.
• Experience as a Quality Analyst responsible for supporting customers on email and chat channels is highly advantageous.
• Prior knowledge in setting goals for continuous improvement of service quality standards and the level of client satisfaction; able to conduct root cause analysis.
• Ideally but not limited to, a Bachelor’s degree in Business Administration, Finance/ Economics, Communication, Data Science/Analytics.
• Advantageous if you have working experience in the finance industries or BPO supporting financial clients.
• Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills.
• No problem working on site and rotational shifts if necessary.