Quality Assurance Analyst

Responsible for:
Monitoring agent transactions to evaluate performance and ensure consistent alignment with established quality standards and compliance regulations.

Main Activities and Responsibilities:

Monitor agent transactions
● Conduct transaction monitoring or chat audits based on monitoring guidelines
● Analyze and evaluate as per client requirement
● Identify areas of strength and opportunity of each agent
● Provide feedback and areas for improvement

Prepare reports and provide support to program management
● Prepare chat observation report, agent quality monitoring report, client updates and other reports/documents as needed
● Attend and participate in internal and external client calibration sessions regularly or as scheduled
● Compile and provide recommendations to QA Manager to improve messaging quality

Occasionally handle chats when needed
● Effectively control the speed of the chat to ensure accuracy
● Meet all set KPIs as required by ProbeCX and the client

Other
● Provide assistance in agent training and development
● Complete tasks delegated/assigned by the QA Manager
● Perform other reasonable duties as required
Core Competencies: