Quality Assurance Analyst (Temporary)

Descripción y requisitos

• ONLY CV IN ENGLISH WILL BE TAKEN IN CONSIDERATION*

Job Specifics:

External Contractor (Temporary Job - Expected to run for 6 weeks, with the possibility of extension to 8 weeks)
In office
Salary: $43,000 pesos Per Month
Transportation Allowance: $5,000 DOP Per month
Schedule 08:30AM – 05:30PM (AST)
US and Local Holiday work – Upon client’s request

Job Responsibilities:

Auditing Calls and Support Tickets:

Conduct thorough evaluations of customer interactions across calls, and support tickets to ensure quality standards are consistently met.
Assess communication skills, accuracy of information provided, adherence to company policies, and overall customer experience.

Quality Grading and Training Insights:
Score and grade interactions based on predefined quality assurance criteria and performance metrics.
Identify trends, recurring issues, and performance gaps to highlight areas where additional training or coaching may be needed.
Provide actionable insights and recommendations to management to improve team performance and training programs.

Compliance and Accuracy Monitoring:
Detect and flag any non-compliant behaviors, including deviations from company procedures, policies, or regulatory requirements.
Identify instances where incorrect, incomplete, or misleading information is provided to customers.
Ensure all interactions align with organizational standards and best practices.

Audit Reporting:
Complete detailed, accurate, and well-documented audit reports for each evaluated interaction.
Ensure reports are submitted in a timely manner, meeting deadlines and maintaining consistency in documentation.
Clearly outline findings, scores, and recommendations in an easy-to-understand format.

Coaching and Feedback:
Provide clear, constructive, and actionable feedback to agents based on audit findings.
Offer step-by-step guidance and coaching to help improve performance, communication skills, and adherence to procedures.
Support continuous improvement by reinforcing best practices and addressing development areas.

Requirements for the role:

B2+ English
Must have great reading, writing, listening, and speaking
2+ years experience in a QA role
High Attention to detail
Strong organization skills
Comfortable working in a fast paced environment.
Experience with Office is a Plus.