Quality Assurance Analyst

Job Description:

• Standardize and maintain the internal QA monitoring system for the client services team.
• Implement QA strategy with scalable processes and systems to efficiently monitor overall team performance accuracy and status.
• Evaluate quality issues, conduct root cause analysis, provide actionable insights, develop improvement plans, and collaborate with relevant teams to raise service standards.
• Proactively identify new methods to improve QA processes, and coordinate with CS and training.
• Proactively provide QA driven insights and innovative ideas to streamline workflows, participate/in charge of amending/creating workflows, ensuring higher efficiency and effectiveness.

Requirements:

• At least SPM holder with at least 3-4 years of QA experience in a customer service environment (email and call support).
• Familiar with call center operations; hands-on experience with email and call channels is a ...