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Quality Assurance Analyst
5 days ago
We are seeking a detail-oriented and tech-savvy individual to join our team as a Quality Assurance Analyst.
This role involves monitoring and evaluating agent performance across multiple accounts, maintaining in-depth knowledge of client-specific policies and standards, and analyzing data to identify opportunities for improvement.
Key Responsibilities:- Monitor and evaluate agent performance across 5-10 clients.
- Maintain an in-depth understanding of client-specific policies and standards.
- Analyze data and generate reports to identify opportunities for growth.
- Coach agents, share insights, and help them improve.
- Collaborate with teams to maintain exceptional agent and client satisfaction.
- A minimum of 1 year of experience in a work-from-home or BPO setup, or;
- A minimum of 1 year of experience as a QA Specialist or any quality-related role.
- Proficiency in Google Sheets, Slack, Gorgias, Shopify, and Zendesk.
- A strong understanding of e-commerce and client-specific standards.
- Exceptional attention to detail with sharp analytical and problem-solving skills.
- The ability to coach agents effectively and provide actionable feedback.
- A collaborative team player who thrives under pressure and can manage multiple accounts.
- Laptop/Desktop: Ryzen 5 or Core i5 processor (or higher).
- Internet: Stable connection of at least 20 Mbps (with a backup).
- Power: Backup power source for uninterrupted work.
- Headset: Reliable headset for meetings and call monitoring.
- $5/hour
- Paid Time Off
- Comprehensive Health & Dental Insurance
- Holiday Bonus
- Work from Home - Enjoy the flexibility of remote work.
- Room for Advancement - As we grow, so do your opportunities
- Be part of a supportive and dynamic team.
- Opportunities for growth and skill development.
- Work in the comfort of your own home while collaborating with global clients.
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