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Job Description
Quality Assurance Analyst sought to create, maintain and manage technical and customer quality assurance processes and procedures to assess efficiency, validity, value and functional performance of teams and individuals in a CRM environment.
Unijobs, on behalf of a public sector client, requires a Quality Assurance Analyst to join their team for an initial 6-month period with possible extensions.
Key Responsibilities:
- Establish and develop internal standards for the CRM Help Desk environment.
- Evaluate support engagements against predetermined quality benchmarks.
- Build and develop a Quality Assurance (QA) plan, framework and KPI's.
- Develop and devise process orientated tasks and standard operating procedures (SOPs).
- Review a support agents' interactions across various channels.
- Assist in enhancing CRM support team performance through targeted guidance and ongoing support.
- Identify training and onboarding needs and spearhead relevant initiatives.
- Review and develop standard measurements for processes to be compared against.
- Provide agents with constructive feedback and guidance during regular meetings.
- Schedule, organise and complete quality audit inspections.
- Communicate and liaise with team leads and management to ensure awareness and adherence to standards, procedures and quality control issues and activities.
- Coordinate and investigate quality issues and provide recommendations.
- Document quality assurance activities linked with corresponding metrics and reporting.
- Create monthly dashboard detailing results, add commentary on trends and submit detailed reports to appropriate management.
- Drive QA meetings to ensure scoring, insights and needed action are appropriately communicated.
- Monitor and evaluate customer service calls, interaction and recording of same.
- Analyse customer service metrics (e.g., CSAT) and their correlation with support team performance.
- Understand customer needs and requirements to develop effective quality control processes.
- Review and communicate root cause and corrective action to stakeholders.
- Drive continuous improvement for ticket quality and make recommendations for improvement.
- Assist and review issues and behaviours leading to poor quality and contribute to the identification and implementation of corrective actions to prevent re-occurrence.
- Create documentation, checklists and integrate with tools and technology.
- Develop opportunities for control automation.
- Carry out reviews, identify gaps for training and development needs.
- Evaluate support engagements against predetermined quality benchmarks.
- Work with other teams and stakeholders to drive quality standards and improvements across the team.
- Participate in calibration sessions to ensure consistency in internal evaluations.
- Foster a positive team culture and positive and engaging learning environment.
Requirements:
- Quality assurance qualification or accreditation.
- A minimum of 3 or more years in a similar role.
- Experience in applying process excellence tools and methodologies.
- Experience in a strong customer focus orientated environment.
- Experience in the analysis of data, identifying trends and root causes.
- Team player with a focus on continuous improvement.
- Ability to blend quantitative and qualitative data to drive insights into performance.
- Preferred experience working in financial services support background.
Benefits:
- 30 days' annual leave.