Process Quality Analyst
3 days ago
Tasq Staffing Solutions is seeking a skilled Quality Assurance (QA) Analyst to join our team. As a QA Analyst, you will play a key role in ensuring the quality of our services by conducting audits, tracking performance, and identifying areas for improvement.
Job DescriptionAs a QA Analyst, you will be responsible for:
- Conducting audits to ensure quality compliance within accounts.
- Tracking performance and identifying areas for improvement.
- Providing feedback to agents and identifying areas for development.
- Updating processes and procedures to ensure continuous improvement.
- Participating in calibration sessions to ensure consistency.
- Collaborating with supervisors to share quality performance issues and provide regular reports.
- Identifying opportunities for quality improvement and developing strategies to implement them.
Required Qualifications
- Minimum 2-3 years of experience in QA in a contact center or BPO environment.
- 2-4 years of customer service experience, preferably in banking operations.
- Undergraduate/bachelor's degree.
- Familiarity with quality methodologies such as Six Sigma, Lean, and Kaizen.
- Excellent communication and feedback coaching skills.
- Proficient in MS Office applications including PowerPoint and Excel.
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