Job Title: Junior Quality Assurance Analyst
Looking for a challenging role in quality assurance that utilizes your skills to enhance overall performance and efficiency? We have an opportunity for a talented individual to join our team as a junior quality assurance analyst.
This is an exciting chance to work with a high-profile client specializing in internet-based searching and video sharing platforms. As a junior quality assurance analyst, you will be responsible for ensuring the overall quality of the operation by promoting simplified and streamlined issue handling.
Key aspects of the job include:
* Conducting daily quality reviews and appeal reviews.
* Delivering quality feedback to agents upon completion of quality sample and appeal reviews.
* Executing actions for individuals and/or teams to maintain or improve Service Level Agreement (SLA) performance.
* Participating in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations.
* Conducting root cause analysis of quality errors and providing corrective solutions to the QA Team Lead.
* Identifying risks to the QA SLA and reporting to the QA Team Leader in a timely and efficient manner.
* Identifying quality trends for the market/agents supported and developing corrective solutions.
* Reporting bugs and continually checking if bugs have been resolved.
* Working with agents and colleagues to ensure enough grey area cases are reported.
* Attending weekly catch-ups with SME and Training teams to assess the current new hire training and identifying if amendments are required.
* Developing Performance Key Threshold (PKT) tests weekly or monthly and using results to conduct team refresher training or individual feedback.
* Conducting internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors.
* Contributing to the innovation process by submitting new innovation ideas or process improvements.
Requirements
* C1/C2 in written and spoken English is essential for this role.
* Previous experience as a Quality Analyst or informal career path in a QA team is desirable.
* Experience working within a customer-focused environment.
* Ability to effectively and accurately communicate feedback.
* Ability to impart positive and negative feedback in one-to-one and group forums.
* Excellent verbal and written communication skills.
* Excellent technical aptitude including fluency in Excel reporting.
* Proven ability to consistently meet or exceed performance-related targets.
* Strong analytical skills.
* High attention to detail.
* Positive can-do attitude.
Competencies
* Solutions Oriented.
* Initiative.
* Collaboration.
* Organisational commitment.
* Customer Focus.
* Analysis & Attention to detail.
* Resilience & Adaptability.
* Creativity and Innovation.