Quality Assurance Analyst  

Quality Assurance (QA) Analyst are responsible for listening to and monitoring associate calls for customer satisfaction according to staff's specified policies, thresholds, and procedures. QA Analyst support the overall quality assurance work flow by conducting customer call evaluations and may providing feedback directly to associates, but generally provide it directly to Team Leads in a meaningful and constructive manner. QA Analyst are accountable for collecting, coordinating, evaluating, and providing call data for associates to Team Leads and providing coaching, feedback, and reporting. They must meet weekly and monthly call evaluation metrics. QA Analyst participate in both internal site and client calibration sessions; prepare and complete reports in order to meet contractual requirements. QA Analyst are expected to have a thorough understanding of client specific call and product knowledge requirements. QA Analyst support a culture of coaching to meet or exceed a quality customer experience satisfaction scores. They may attend team meetings as necessary to cover various topics related to handing calls.

• Interpret and implement quality assurance standards.
• Evaluate adequacy of quality assurance standards.
• Devise sampling procedures and directions for recording and reporting.
• Quality data review the implementation and efficiency of quality and inspection systems.
• Document internal audits and other quality assurance activities.
• Investigate customer complaints and non-conformance issues.
• Collect and compile statistical quality data.
• Analyze data to identify areas for improvement in the quality system.
• Develop, recommend and monitor corrective and preventive actions.
• Prepare reports to communicate outcomes of quality activities.
• Identify training needs and organize training interventions to meet quality standards.
• Coordinate and support on-site audits conducted by external providers.
• Evaluate audit findings and implement appropriate corrective actions.
• Monitor risk management activities.
• Responsible for document management systems.
• Assure ongoing compliance with quality and industry regulatory requirements.
• Do live and side by side monitoring.
• Determines the staffs’ quality standards by studying their calls and sales presentations.
• Must work a minimum of 8 hours per day.
• Perform all other tasks as may be assigned which are related to all the foregoing.

• Strong understanding of Learn To Trade’s business, core values, and goals
• Great interpersonal skills in dealing with a diverse population
• Open, honest, and empathetic manner when dealing with people
• High customer service orientation
• High level of integrity, honesty, and judgment
• Ability to respect and ensure strict confidentiality of customer data
• Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management
• Strong attention to detail and desire to follow procedures
• Strong verbal and written communication skills
• Proficient English, both written and verbal
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly