QA analyst

Role & responsibilities:

• Manage and mentor a team of QA analysts, providing guidance and support to ensure their growth and effectiveness.
• Review and evaluate customer support calls, emails, and chat interactions to ensure adherence to company policies, procedures, and quality standards.
• Generate detailed reports on QA findings, highlighting trends, patterns, and areas requiring attention.
• Auditing customer support calls, chats and emails, auditing providers charts, etc.
• Develop, implement, and maintain QA processes, policies, and procedures to ensure that services meet quality standards.
• Assess the quality of customer service provided by the support team, identifying strengths and areas for improvement.
• Stay up-to-date with industry best practices and emerging trends in customer support and quality assurance.
• Participate in cross-functional meetings and projects to drive initiatives that improve customer support quality and efficiency.

Key Skills:

• Quality Tools
• Six Sigma
• Word
• Excel
• PowerPoint