Quality Assurance Analyst - REF103H
Quality Assurance Analyst - REF103H
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a detailoriented and analytical Quality Assurance Analyst to join our remote team based in the United States. In this role you will be responsible for ensuring the quality of our software products through comprehensive testing and analysis.
Key Responsibilities:
- Monitor and evaluate inbound and outbound calls to ensure quality service delivery.
- Assess agent performance based on key performance indicators (KPIs) such as accuracy professionalism empathy and adherence to company policies.
- Provide detailed feedback to agents regarding call performance including areas of strength and improvement.
- Identify trends and potential issues in call center operations providing insights and recommendations for continuous improvement.
- Develop and maintain scoring criteria for evaluations based on customer experience best practices.
- Provide coaching and training to agents as necessary to improve service quality and meet organizational goals.
- Review and evaluate service in both English and Spanish ensuring cultural and linguistic appropriateness for each language.
- Assist in preparing regular reports and summaries of quality performance metrics for leadership.
- Conduct regular audits of agents calls to ensure compliance with regulatory and internal standards.
- Collaborate with team leads and management to ensure alignment of quality goals with business objectives.
- Handle customer feedback and complaints when necessary to identify areas of improvement in service delivery.
Qualifications :
Requirements:
- Fluency in English and Spanish (both written and verbal) is required to ensure quality assurance for bilingual customer interactions.
- High school diploma or equivalent (Associates or Bachelors degree preferred).
- Previous experience in a call center environment preferably in a quality assurance role.
- Knowledge of call center metrics and key performance indicators (KPIs).
- Strong analytical skills with attention to detail.
- Excellent communication and interpersonal skills.
- Ability to work independently as well as part of a team.
- Proficient in Microsoft Office Suite (Excel Word PowerPoint) and call center software (CRM QA platforms etc..
- Strong problemsolving and decisionmaking skills.
- Ability to handle multiple tasks efficiently in a fastpaced environment.
Preferred Qualifications:
- Previous experience in a bilingual call center environment.
- Experience with call monitoring software or QA platforms.
- Familiarity with customer service best practices including handling complaints and providing solutions.
- Certification in Quality Assurance or relevant certifications is a plus.
Additional Information :
U.S. APPLICANTS ONLY: The salary rate for this position is anticipated to range between $46000 $63.000. This range is a goodfaith estimate based on the qualifications necessary for the position including experience training and other considerations permitted by law.Factors that may be used when making an offer may include a candidates skills experience and geographic location the expected quality and quantity of work and internal pay alignment as needed. Most candidates will start in the bottom half of the pay range.The upper end of the range will generally be reserved for candidates with extensive experience.An employees pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation we offer a competitive benefits package including Medical/Dental/Vision insurance Companymatching 401(k) Employee Stock Purchase Program and Tuition Reimbursement in addition to other programs and perks.
Work Authorization: Permanent Authorization to work in the U.S. is a precondition of employment for this position. RRS Group will not sponsor applicants for work visas in connection with this position. Future sponsorship will not be considered. EVerify Program Participant: R.R Holding Services participates in the Department of Homeland Security U.S. Citizenship and Immigration Services EVerify program (For U.S. applicants and employees only).
RRS Group is an Equal Opportunity Employer who is committed to building strength and delivering longterm sustainability through diversity and inclusion. Respecting all backgrounds differences and perspectives enables us to improve the lives of our people customers suppliers contractors and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex sexual orientation gender gender identity and/or expression race national origin ethnicity age religion marital status physical or mental disability pregnancy childbirth or related medical condition military or veteran status or any other characteristic protected under applicable law.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Test Cases
- SQL
- Quality Assurance
- Agile
- TFS
- Jira
- Software Testing
- Test Automation
- Cucumber
- QA/QC
- SDLC
- Selenium
