Quality Assurance Analyst

Quality Assurance Specialist (BPO Fintech Account) Quality Assurance Specialist (BPO Fintech Account)

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• High performance delivery on all quality parameters.
• Audit calls/chats/email interactions on product/process, Communication and soft skills parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
• Data analysis and creation of designated reports/presentations.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Communicate to heighten awareness and focus on importance of positive customer experience.
• Make recommendations and drive improvement.
• Reduce the learning curve and help enhance the product/process knowledge of new team members.
• Ensure that internal policies, procedures, and compliance regulations are being followed.
• Customer/Client Interactions.
• Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.
• Prepare TNA, publish and execute for 100% closure.
• Real Time Support (Production/Live Support) on the floor as per the business requirement.

Qualifications

• Technical Proficiency: Strong computer literacy with the ability to quickly learn.
• Troubleshooting Skills: Confident and competent in diagnosing and resolving technical issues.
• Quality Evaluator Skills: Solid understanding of the Quality audit & Coaching process. Ability to observe, analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data, interpret findings, and identify patterns or areas of improvement.
• Communication: Fluent in written and verbal English, with the ability to comprehend and effectively communicate with Bokun onshore team and external customers who are business professionals. Able to present findings, data and recommendations to internal and Bokun stakeholders.
• Leadership and Time Management Skills: Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, has a sense of urgency, and works well under pressure. Strong attention to detail. Sense of professionalism and ability to develop good relationships. Effective problem-solving skills.
• Personal Attributes: Highly Energetic & Enthusiastic. Works effectively as part of a team and collaborates across functional teams.

Seniority level

• Seniority level Associate

Employment type

• Employment type Full-time

Job function

• Job function Quality Assurance
• Industries Outsourcing and Offshoring Consulting

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