Quality Assurance Analyst

Position: Support Services Quality Assurance

Department: Global Services

Location: All Regions

Position Type: Full Time

Reports To: Global Support Operation Manager

Reporting to the Manager, Support Services, The Support Quality Assurance Analyst is responsible for assisting in the day-to-day management of tracking, reporting and analyzing of the call handling and case creation to assure a high level of quality is not only met but exceeded. The primary goal of the Quality Assurance Team is to track, analyze, and report on the call handling and case creation with the aim of knowledge gaps within established guidelines and using methods and procedures to provide solutions for improvement.

Responsibilities

 Define issues, determine root cause and provide effective solutions.

 Determine controls that eliminate quality escapes.

 Act as a focal point for improvements and advocate Customer Service Excellence.

 To prepare TNA and conduct training on soft skills and technical aspects.

 Utilize audit skills to verify compliance and effectiveness of established processes.

 Provide recommendations for improvement to meet SLAs and assist with processes to ensure contractual obligations are met.

 Ensure established guidelines are followed in order to provide quality service both internally and externally.

 Anticipate risk and issues, ensure appropriate action is taken to mitigate/resolve them.

 Ensure sufficient recovery mechanisms and emergency preplans are maintained and available when needed.

 Assist in the maintenance of KVIs and KPIs in accordance to individual and departmental performance requirements.

 Communicate effectively with all levels of the Support Center; verbally and written.

 Creation of monthly (or as required) reports on service results along with an analysis identifying chronic problem areas.

 Maintain an awareness of new products and initiatives.

 Must achieve monthly KPIs set by management

QUALIFICATIONS

 1+ years experience in QA position for Call centers

 Very good understanding of customer service, culture, V&A, and telephone & email etiquette

 Proficient with the use of Microsoft Office.

 Knowledge of various Operating Systems (Windows, Linux, MAC).

 Capable of effectively coaching, mentoring and reviewing results with employees in all Call Center locations.

 Exceptional organizational skills, and the ability to multitask with attention to detail

Personal Attributes:

 Demonstrated exceptional attention to detail and ability to work as part of a team.

 Superior communication and interpersonal skills.

 Superior analytical and reporting skills (written/verbal).

 Positive, can-do attitude.

 Results driven approach.

 Motivated, reliable, and goal oriented with a proven dedication to customer care excellence.,