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Quality Assurance Analyst
Responsibilities
Quality Assurance Analysts ensure the quality of the delivery of our services to our existing and potential clients.
Responsibilities:
- Continuously monitor and evaluate the performance of the Customer Services Representatives and Quality Control team, as per the quality matrix.
- Coach and share timely feedback with the team for improvements and corrective actions.
- Participate in the client calls and management meetings.
- Identify the training gaps, design and deliver customized training to improve the areas of development.
- Ensure the achievement of established quality benchmarks.
- Research on the best quality standards and continually refine the quality practices to increase the customers’ satisfaction.
- Ensure compliance with all company policies, procedures and practices.
Requirements:
- Bachelor’s degree
- MS Office skills
- Excellent English communication skills
- Strong analytical and problem-solving abilities.
- At least 2 years customer services experience, ideally with quality assurance experience.
- Willing to work as per the US working hours
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