Quality Assurance Analyst

Austin, Texas 78701 | Contract

Post Date: 03/01/2018 Job ID: 21564 Industry: QA / Test

Job Title: Quality Assurance Analyst

Role Responsibilities:
  • Review all inbound and outbound interactions with clients to support and drive performance expectations
  • Provide objective assessment regarding representatives compliance of process
  • Complete the required number of QA evaluations on a weekly and monthly basis
  • Assist in developing test scenarios/training exercise where performance gaps are identified via QA to include  vendor calibrations to ensure consistency across our remote call center sites
  • Uses experience in QA to assess gaps in agent performance and conduct root cause analysis for corrective and preventative action plans

  • Rapidly learn and understand the relevant family of products and services for marketers
  • Rapidly develop a working knowledge of established service standards
  • Time management and prioritization enabling the ability to work independently, manage workload and meet required QA targets
  • Ability to work in a detail-oriented environment to identify areas where representatives are and are not meeting our standards around customer experience
  • Outstanding communication skills and the ability to deliver feedback effectively
  • Strong analytical and reporting skills

  • 2+ years of QA and/or Knowledge Management experience in a customer facing role
  • BA/BS degree or equivalent work experience
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