Job DescriptionThe Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected.
The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy- and/or external systems.Roles and Responsibilities:Audit calls/interactions/transactions for aligned agentsCoach agents for performance improvementReport performance for aligned span on a daily/weekly/monthly basisProvide inputs, basis audits, for briefings and training need identificationPartner with TLs in leading Team Meetings for metric improvementParticipate in strategic projects for the campaign/LoBIdentify and escalate any potential quality issues per defined processIsolate and report defects; verify defect fixesSuggest process/system improvements based on common customer concernsAccomplish other responsibilities assigned by managementDrive quality initiatives, contests and campaigns for the assigned spanBe updated on knowledge and serve as SME for the campaign/LoBTechnical Skills & Qualifications:Bilingual in English & Spanish with a minimum B2 proficiency in English.At least 2 years in college (BS or BA preferred)Minimum of 1-year experience as Quality Analyst (preferred)Basic excel/google sheets skillsProblem-solving skillsPreferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc.Soft Skills:Strong customer centricityAbility to provide constructive feedback in an assertive mannerGood written and verbal communication skillsLogical thinkingAbility to manage conflictsAttention to detailAbility to work with minimal supervision and demonstrate initiative and good judgmentVersatility and ability to work on multiple projectsAbility to establish and maintain effective working relations with a wide variety of individualsAbility to work with a diverse teamContinuous improvement mindsetPersonality Traits Required:Clear thought processAbility to clearly articulateHighly conscientious and diligentAssertiveness#J-18808-Ljbffr