Quality Assurance Analyst - Remote

Overview

The Quality Assurance (QA) Analyst is responsible for developing, implementing, and overseeing a complete Quality Assurance program that safeguards the quality of our services. The QA Analyst should foster a culture in which all employees become actively engaged in delivering exceptional service to our clients.

In Short

• Develop and participate in the design of call monitoring procedures and quality standards.
• Consistently monitor inbound and outbound calls, emails, and text messages.
• Utilize data management system to compile and track performance.
• Identify training needs and ensure company-wide compliance.
• Prepare and analyze quality reports with actionable data.
• Pursue continuing education on new solutions and technology.
• Other duties as assigned to meet business needs.

Requirements

• Excellent verbal, written, and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Knowledge of quality assurance terminology, methods, and tools.
• Analytical and problem-solving skills.
• Excellent time management skills.
• Ability to multi-task and work independently or as part of a team.
• Intermediate or higher Microsoft Office skills.

Benefits

• Year-end discretionary bonus.
• Benefits package.