Quality Assurance Analyst (QA) is responsible for assessing the quality of customer interactions that take place on a daily basis. The QA Analyst will monitor inbound and outbound calls, product demonstrations and emails; to assess demeanor, technical accuracy, customer service performance, and compliance to policies and procedures. This individual will assist in developing, creating and implementing quality assurance processes and training material for the Customer Success and Sales teams. They will be responsible for making sure that all existing and potential customers have an Amazing experience every time they contact any of our teams (sales or support).
Perform monitoring and evaluation of customer interactions across multiple channels. This will be a significant part of every work day.
Derive actionable insight from the monitoring and train/re-train customer-facing staff.
Compile and track performance at team and individual level. Prepares and analyzes this information as quality reports for management to review.
Participate in call listening programs to identify customer needs and expectations. Engage with customers to remain hands-on and have the first-hand experience of client interactions.
Coordinates and facilitates knowledge calibration sessions for client facing teams.
Provides trend data, feedback and actionable insight to various internal support groups as needed
Perform other duties as assigned.
Skills & Qualification:
2-3 years’ experience as a Quality Assurance Specialist.
Bachelor Degree required (major in Computer sciences or any other IT related discipline is a plus)
Excellent verbal and written communication and interpersonal skills.
Very good analytical skills and the ability to learn new technology on a self-help basis.
Outstanding customer service orientation and dedication to providing exceptional customer care.
Must be self-motivator and self-starter.
Must have an element of attention to detail with a focus on quality.
Exceptional listening and analytical skills.
Solid time management skills.
Must be able to effectively deal with people at all levels inside and outside of the organization.
Creative ability & writing proficiency.
Ability to multitask and successfully operate in a fast-paced team environment.
Must adapt well to change and successfully set and adjust priorities as needed.