The Quality Assurance Analyst is responsible for ensuring the highest quality standards in all inbound, outbound, and side-by-side interactions. This role involves monitoring and evaluating these interactions. to maintain product quality.
1. Evaluate Inbound/Outbound/Side by Side calls/claims/interactions/chats/emails
2. Provide Feedback/Coaching according to company standards.
3. Identify and remedy defects within the production process.
4. Mentoring: Transfer Knowledge & Skills
5. Lead Quality Talks for new hires and cross trainees.
6. Participate & lead call listening/calibration sessions.
7. Provide Support for New Hires during OJT.
8. Floor Support – Floor Walking (When applicable)
9. Attend and participate in all appropriate meetings.
10. Ensure user expectations are met during testing process
11. Assist in investigating and correcting quality-related issues (Complaints & CSAT)
12. Provide proactive recommendations and offer corrective actions to ensure quality.
13. Assist in the implementation of Ops policies, procedures, quality systems and programs.
14. Participate in all regulatory, third party and customer audits and inspections.
15. Maintain a fair and professional attitude.
16. Perform other duties as directed by the Quality Department Management (AD HOC)
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University/ College (Desirable)
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Advanced English level
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Windows Office knowledge: Word, Excel, PowerPoint
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Experience: Audits / Test / Risks /Sampling – 1.5 years
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Specialized knowledge (Desirable)
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LSS White Belt/Yellow Belt/Green Belt – SQL – Tableau
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Car Insurance – Policies & Regulations
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Competitive weekly salary
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Legal benefits
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Christmas bonus
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Savings fund
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Profit sharing (PTU)
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Vacation days
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Vacation premium
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Extra paid days off
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Private medical insurance and preventative care
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Friendly work environment
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Financing and discounts at local restaurants and coffee shops
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Growth opportunities
