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Senior Quality Analyst
12 hours ago
- Quality Assurance Protocols:
- Develop and implement quality assurance protocols, testing methodologies, and monitoring processes to ensure high standards of service.
- Create and update quality monitoring scorecards to evaluate performance effectively.
- Process Adherence & Audits:
- Conduct regular quality audits of calls, documentation, and system usage to ensure process adherence.
- Monitor compliance with company policies and industry standards, addressing any discrepancies promptly.
- Performance Analysis & Reporting:
- Analyze performance metrics to identify trends, gaps, and opportunities for improvement.
- Create detailed reports with actionable insights to support decision-making processes.
- Training & Improvement Strategies:
- Identify training gaps and collaborate with team leads and trainers to develop targeted improvement strategies.
- Provide constructive feedback to team members based on quality assessments to enhance performance.
- Documentation & Guidelines:
- Manage and maintain QA documentation, including process guidelines, best practices, and policy updates.
- Ensure that all documentation is up-to-date, accessible, and in compliance with company standards.
- Team Assessments:
- Conduct periodic assessments of team performance through quality monitoring tools and scorecards.
- Deliver constructive feedback to team members to drive improvement and maintain high-quality standards.
- Compliance & Standards:
- Ensure compliance with relevant industry standards, company policies, and regulations.
- Stay updated with best practices in quality assurance to maintain a competitive edge.
To succeed in this role, you will need:
- Strong analytical and reporting skills
- Excellent attention to detail
- Effective communication and feedback skills
- Ability to collaborate across teams
- Knowledge of quality assurance methodologies and best practices
- Proficiency in QA tools and software
- Problem-solving and critical-thinking skills
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