What are the responsibilities and job description for the Quality Assurance Analyst position at Staff Boom?
About US
Staff Boom. is one of the fastest-growing BPO centers in the city. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we are seeking to hire Quality Analysts to join our growing company.
Responsibilities
Audit the quality of inbound and outbound customer interaction using Staff Boom’s standardized quality rubrics.
Document audit results in the Quality monitoring systems.
Engage in weekly and monthly Quality Review
Ensure that 10% audit coverage is reached at all times for all calls and processes.
Ensure that Weekly and Month Quality Reports are updated to date and accurate.
Analyzes audit results to determine performance gaps and work with managers and leaders to propose quality solutions to improve customer experience
Coordinate with training professionals in ensuring training programs address skill gaps on the production floor.
Works with other internal teams to create QA Questionnaires.
Reports to an Analyst Manager. Gaining exposure to some of the complex tasks within the job function.
Ensure that all systems and tools are functional in order to successfully audit calls and processes.
Communicate to the Analyst Manager technical and non-technical issues that disrupt audit workflow.
Liaise with department heads involving QA-related concerns.
Qualifications:
Preferably college graduate with a degree in business or any course that involves heavy research and data analytics.
Passionate for process improvement
Creating, proactive, and innovative
Keen to details
Proficient in both English and Spanish languages in both writing and speaking
Demonstrates strong knowledge about TQM (Total Quality Management)
Certifications such as Six Sigma and other related credentials are a big plus but not required
Quality experience is a big plus but not required
Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Relocation assistance
Retirement plan
Tuition reimbursement
Vision insurance
Salary : $44 - $55