Job Openings
QA Analyst
About the job QA Analyst
About the role:
- Quality Assurance (QA) Specialists are responsible for listening to and monitoring associates calls for customer satisfaction according to client and Eastvantage specified policies, thresholds, and procedures.
- QA Specialists are accountable for providing, coordinating, analyzing, and consolidating all necessary data in order to deliver and collaborate with the QA team and operations.
- Ensure quality processes and project work is completed in a timely and accurate manner following client and company requirements and quality standards.
- QA Specialists support the overall quality assurance workflow by conducting evaluations of associates providing feedback for the Team leads to use during coaching sessions.
- Run reports for team leads on QA scores and number of monitors completed and assist other QA Specialists.
- Meet monitoring goals and create action plans and follow-up on the progress to Team Leads and operations managers.
- QA Specialists participate in client calibration sessions and perform customer satisfaction analysis and scoring.
- QA Specialists are expected to have a working understanding of client specific requirements and product knowledge.
- QA Specialists follow action plans through to completion and reports on trends.
Position requirements:
- Minimum of 3 years’ experience working in a voice program on a Quality Analyst capacity
- Have a proven and successful track record of effective training in the CRM business or a closely related industry.
- Strong attention to details and able to capture small errors immediately
- Highly skilled in written English communication and understands basic grammar rules
- Knowledge and experience in CRMs such as Kustomer, Zendesk, or Salesforce.
- Able to complete high volume of audits on a periodic basis (daily and weekly)
- Able to understand errors found through auditing and translating them into useful insights for program and/or process improvement recommendations
- Able to provide sound and reasonable recommendation for better processes from both performance and technical standpoints
- Able to effectively communicate coaching points to agents and/or Team Lead to ensure good practices are being harnessed and continued, while error-causing activities to be eliminated and corrected
- Understands basic QA principles and able to perform Root Cause Analysis