Quality Assurance Analyst  

• Evaluate the assigned team's QA and NPS performance.
• Provide summarized and detailed feedback to the respective team lead on agent performance.
• Promote and advocate quality achievement and performance improvement across the department.

Specializations are opportunities for extra development and responsibilities based on the current needs of the department. These maybe alongside or instead of some of QA responsibilities depending on the situation. You may volunteer for or be nominated for one of the following specializations as they become available. This include:

• QA Knowledgebase & Process Specialist. Update and maintain knowledge base articles. Identify gaps and draft new articles that will need to be signed off. To review customer service processes to ensure correctly documented and implemented in systems. Identify customer service process gaps and recommend / draft changes as appropriate.
• QA Training Specialist. Be available as an additional resource to deliver training. There may be a need to prepare and update training materials.
• QA Coordinator Specialist. Track and maintain NPS scores for reporting purposes. Prepare ad hoc reports and information for the department. During calibrations and other meetings, the specialist may be called on to take minutes and provide an update to the Asst. Training and Quality Manager and the Training Manager.

Follow the defined quality assurance process to monitor agents' performance in their customer interactions (B2B and B2C phone calls and emails) as well as their use of defined troubleshooting, case and knowledge management process. Background on training and writing of knowledge base articles are an advantage but not a requirement.

Skills Required:

• Writing and coaching expertise;
• Experience in an active QA role;
• Participation in calibration sessions;
• Excellent people skills;
• Analytical thinker;
• Fair judgement;
• Strong work ethic and positive team attitude;
• Strong problem identification skills;
• Team player;
• Quality orientated; purpose driven; proactive and patient; respectful and understanding;
• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;