Job Summary

The quality Assurance Analyst should be a detail-oriented in charge of all quality assurance activities. The quality assurance Analyst's responsibilities include developing and implementing quality assurance policies, conducting tests and inspections, identifying production, process, or product issues, and presenting solutions.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

Responsibilities:

  • Preparing and implementing quality assurance policies and procedures.
  • Design call monitoring formats and quality standards. Provide trend data to site management team
  • Use quality monitoring data management to compile and track performance at the team and individual level
  • Monitor customer care email responses
  • Participate in customer and client listening programs to identify customer needs and expectations
  • Provide actionable data to various internal support groups as needed
  • Coordinate and facilitate call calibration sessions for call center staff
  • Provide feedback for call center team leaders and managers
  • Prepare and analyze internal and external quality reports for management staff review
  • Performing routine inspections and quality tests on our products and services.
  • Identifying and resolving workflow and production issues.
  • Ensuring that standards and safety regulations are observed.
  • Address and discuss issues and proposed solutions with superiors.
  • Document quality assurance activities and create audit reports.
  • Making recommendations for improvement.
  • Creating training materials and operating manuals where needed
  • Perform other duties as assigned.

Requirements:

  • A minimum of a Bachelors' degree or equivalent in any discipline is required with a minimum of 3 years experience.
  • The candidate must be analytical and have good communication skills, both verbal and written, and great interpersonal relationship skills.
  • The candidate must be a self-motivator and a self-starter. A certificate in quality assurance is a plus as well as previous experience in quality assurance or a similar field.
  • The candidate must have a working knowledge of tools, methods, and concepts of quality assurance. Ability to multitask and successfully operate in a fast-paced team environment.
  • Candidate must have a solid knowledge of relevant regulatory standards.
  • Excellent data collection and analysis skills and strong attention to detail.

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