Quality Assurance Analyst
Quality Assurance Analyst
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1 Vacancy
Job Description
The Quality Assurance Manager plays a key role in ensuring the highest standards of service quality by reviewing and assessing call monitoring reports from vendor QA teams for accuracy and consistency. This position analyzes data to identify trends providing actionable insights to enhance overall quality and support strategic decisionmaking. The Quality Assurance Manager develops clear evaluation criteria for vendors ensures adherence to company quality procedures and continuously monitors call center operations to optimize efficiency. Regular updates to QA processes and detailed reporting allow for constructive feedback and ongoing improvement of service quality.
Qualifications:
• Bachelor’s Degree in Business Administration Communications or a related field.
• Minimum of 3 years of experience in Quality Assurance with a focus on call center operations or customer service environments.
• Proven track record of managing and improving vendor performance and QA processes.
• Strong knowledge of quality assurance methodologies standards and best practices.
• Expertise in developing and implementing QA policies and procedures to ensure consistent service quality.
• Proficient in call monitoring systems and tools with experience in analyzing reports for accuracy and compliance.
• Advanced analytical skills capable of interpreting data to identify trends and recommending solutions for continuous improvement.
• Strong communication skills to effectively collaborate with internal teams and external vendors providing clear and constructive feedback.
• Ability to design and lead training programs aimed at enhancing QA performance and driving excellence.
• Experience in managing QA audits ensuring compliance with regulatory and company standards.
• Strong leadership skills with the ability to manage a team and foster a culture of continuous improvement.
• Excellent organizational skills with the ability to manage multiple tasks and prioritize effectively in a fastpaced environment.
• Proficient in MS Office and other relevant software for reporting and data analysis.
• Relevant certifications such as Six Sigma ISO 9001 or Certified Quality Auditor (CQA) are preferred.
• Training in quality management systems process improvement methodologies or customer service quality standards is an advantage.
Employment Type
Full Time
