QA Analyst

Tasks (what you’ll do): 

• Analyse and QA written and verbal interactions between agents and customers, to ensure adherence to internal processes and policies.
• Support the training manager in developing new and refresher training material.
• Generate weekly and monthly reporting, focusing on areas that require improvement and/or refreshers.
• Work closely with Team Leaders and Operations Managers to identify knowledge gaps, create action plans to bridge them and achieve all goals.
• Provide effective, accurate and constructive feedback to agents.
• Create action plans to ensure continuous improvement while driving for positive employee satisfaction.
• When needed, assist trainers on classroom training for new hires.
• Ensure consistency in quality reviews approach, format, principle, and execution.

Requirements (what you’ll need): 

• Demonstrate strong knowledge of CS processes and relevant soft skills
• English proficiency, both written and spoken.
• Good knowledge using Microsoft or Google Docs Editor
• Coaching experience is a plus
• Experience with QA platforms is a plus
• Strong analytical mindset: you will leverage data to improve, build and deprecate processes, making our customer journey and operational work flows seamless and efficient.
• Experience in the quality analysis of interactions.
• Ability to identify operational opportunities for improvement.
• Ability to effectively and accurately communicate feedback.
• Knowledge of training and learning concepts, to assure strong partnership with the Training team is a plus.
• Strong organizational skills and attention to detail.

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