Job Title: Quality Assurance Specialist
Overview
This position presents an excellent opportunity to collaborate with a high-profile client in the internet-based searching and video sharing platforms sector.
Main Responsibilities
* Conducting thorough quality reviews and appeal reviews
* Providing detailed feedback to agents on completion of quality sample and appeal reviews
* Implementing actions for individuals and/or teams to maintain or improve SLA performance
* Participating in daily meetings with the QA Team Lead and Quality Analysts supporting the sample product in all locations
* Analyzing root causes of quality errors and proposing corrective solutions to the QA Team Lead
* Identifying potential risks to the QA SLA and reporting them to the QA Team Leader in a timely manner
* Recognizing quality trends for the market/agents supported and developing effective corrective solutions
* Reporting bugs and continuously checking if bugs have been resolved
* Collaborating with agents and colleagues to ensure sufficient grey area cases are reported
Required Skills and Qualifications
* Proficiency in written and spoken English at C1/C2 level is essential for this role
* Prior experience as a Quality Analyst or informal career progression in a QA team is desirable
* Experience working in a customer-focused environment
* Able to effectively communicate feedback
* Able to provide positive and negative feedback in one-to-one & group settings
* Excellent verbal and written communication skills
* Strong technical aptitude including fluency in Excel reporting
* Able to consistently meet or exceed performance-related targets
* Good analytical skills
* Meticulous attention to detail
* Positive can-do attitude
Benefits
* Vibrant, multi-cultural work environment
* Ongoing career and personal development opportunities
* Quarterly performance bonus scheme
* Comprehensive employee benefits package
* Subsidised health insurance plan
* Access to exclusive discount schemes
* E-learning platform access
* Paid annual leave entitlement