Quality Assurance Analyst
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Job Location:
Monthly Salary:
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
Quality Monitoring:
- Regularly monitor and evaluate customer interactions across various channels (phone email chat etc.) to ensure adherence to quality standards and procedures.
- Use quality monitoring tools and techniques to assess performance and identify areas for improvement.
- Analyze and score customer service interactions and collections agent based on predefined criteria.
- Provide detailed feedback to customer service representatives and collection representatives on their performance.
- Identify training needs and opportunities for skill enhancement.
- Prepare and present regular reports on quality assurance findings and performance metrics.
- Send daily evaluation reports to the team copying their supervisors.
- Prepare monthly quarterly and annual Quality Assurance reports with documentations.
- Conduct root cause analysis of issues identified during quality assessments and suggest corrective actions.
- Track the implementation and effectiveness of improvement initiatives.
Compliance Standards and Improvement:
- Develop standard response templates for email queries and collections communications.
- Develop necessary scripts for customer engagement and update them periodically (as required).
- Review general communications to be sent to external customers/prospects for standardization.
- Check that interactions are properly documented
- Evaluate the communication process to ensure it conforms to standards.
- Ensure compliance with internal policies procedures and regulatory requirements.
- Stay updated on industry best practices and incorporate them into the quality assurance process.
- Identify trends and patterns in customer interactions and service delivery.
- Recommend and implement process improvements to enhance service quality and efficiency.
- Collaborate with the Team Lead Quality Assurance and Head Collections & Recovery to develop and update quality assurance guidelines and procedures.
Training Support and Collaboration:
- Knowledge Hub development and Management - Gather all relevant information regarding the organization units processes and activities and create a knowledge hub that would house these details for easy access by the teams while attending to customers.
- Update information contained in the hub daily/when required.
- Develop training manuals/materials to address gaps identified during evaluations and deliver trainings to tele-units staff.
- Set test questions to assess the product knowledge of the tele-units staff deploy tests monthly (last week of every month) and share test results and answers with team members.
- Participate in the development and delivery of training programs for customer service representatives.
- Schedule and provide ongoing coaching sessions with the teams to give real time feedback on gaps identified and support to ensure adherence to quality standards.
- Obtain direct feedback from the team on factors affecting performance and proffer solutions or escalate appropriately
- Assist in creating training materials and documentation.
- Work closely with the customer experience team and other departments to address quality-related issues.
- Participate in quality assurance meetings and strategy sessions.
- Support the Team Lead Quality Assurance and Head Collections & Recovery in various quality assurance initiatives and projects.
- Bachelors degree in Business Administration Quality Management or a related field.
Experience:
- Minimum of 2-3 years of experience in a quality assurance role preferably in a customer service or financial institution environment.
- Proven experience in quality monitoring and performance evaluation
- Proficiency in using quality monitoring tools and software.
Technical:
- Business Development
- Customer Experience Management
- Customer Relationship Management
- Customer Service
- Data Analysis
- Financial Analysis
- Market Research and Consumer Behaviour
- Quality Assurance
- Sales Management
Behavioural:
- Excellence
- Execution
- Energy
- Empathy
- Evolution
- Emotional Intelligence
- Business Acumen
- Decision-Making
- Result Oriented
- Communication written & verbal
- Stakeholder Management
- Analytical Thinking
- Managing Risk
- Service Orientation
Required Experience:
IC
Key Skills
- Test Cases
- SQL
- Quality Assurance
- Agile
- TFS
- Jira
- Software Testing
- Test Automation
- Cucumber
- QA/QC
- SDLC
- Selenium
