Quality Assurance Analyst
7 days ago
We are looking for a Quality Assurance Analyst to join our growing team. The ideal candidate will have a keen eye for detail, a data-driven mindset, and a passion for improving customer experience. You will be responsible for monitoring customer interactions, analyzing performance trends, and driving quality improvement initiatives across multiple channels.
Key Responsibilities
- Monitor and evaluate customer service calls and social media interactions to ensure compliance with quality standards.
- Identify performance gaps and provide structured, constructive feedback to teams and individuals.
- Prepare weekly and monthly QA reports, highlighting trends, outliers, and areas for improvement.
- Collaborate with cross-functional teams to design and implement process and quality enhancement initiatives.
- Leverage data-driven insights to support strategic decision-making and improve customer satisfaction.
Candidate Requirements
- Minimum of 2 years' experience in Quality Assurance, preferably within e-commerce or customer service domains.
- Strong analytical and problem-solving skills with the ability to derive actionable insights from data.
- Familiarity with call monitoring tools and social media analytics platforms.
- Excellent communication, documentation, and reporting skills.
- Ability to work collaboratively in a fast-paced and dynamic environment.
Job Type: Full-time
Work Location: In person
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