Quality Assurance Analyst

5 days ago


Karachi, Sindh, Pakistan Wear The Shield Full time
Job Title: Quality Assurance Analyst

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.
Requirements:
  • 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.
Technical Requirements:
  • 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.
Benefits:
  • $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
Why Work With Us?
  • 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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