Quality Assurance Analyst

The goal is to improve the customer experience, and overall quality of the operators' interactions with the visitors. The QA analyst also plays a key role in minimizing company exposure by the reduction of business risk through continuous improvement of business processes and adherence to corporate policies and procedures.

• Monitor and evaluate voice/non voice transactions
• Perform live or remote monitoring
• Provide quality performance feedback to the operators and their immediate superiors.
• Roll out quality related updates to operations
• Work in partnership with the operations leadership, along with the process of disseminating the information to ensure improvements.
• Participate in a calibration session to review performance and consistency of scoring.
• Create and implement quality guideline for standardization
• Support operations in case of staffing issues and be flexible enough to help out and perform as one of the support team members
• Quality root cause analysis
• Coordinate with other departments for process implementations/improvements
• Provide tracking and reporting of Quality Assurance metrics.
• Report creation and preparation for performance analysis

• Excellent oral, written and interpersonal communication skill
• Experience persuading audience and front-line employees to support new initiatives
• Excellent ability to identify and analyze data for trend
• Experience in providing performance feedback
• Excellent time management
• Ability to multitask and perform in constantly changing environment
• Experience managing and driving team calibration to QA requirements
• Strong organizational, planning, prioritization skills
• Capacity to present oneself professionally in public

Peak Outsourcing Offers:

• Great Pay - Competitive salary and benefits package.
• Great Jobs - Opportunities for career growth and development.
• Great Culture - A supportive and collaborative work environment and colleagues.