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Job Description
Seeking Quality Assurance Analyst to create, maintain, and manage technical and customer quality assurance processes to assess efficiency, validity, value, and functional performance of teams and individuals in a CRM environment.
**Job Description:**
As a Quality Assurance Analyst, you will be responsible for:
- Establishing and developing internal standards for the CRM Help Desk environment.
- Evaluating support engagements against predetermined quality benchmarks.
- Building and developing a Quality Assurance (QA) plan, framework, and KPIs.
- Developing and devising process-oriented tasks and standard operating procedures (SOPs).
- Reviewing a support agent's interactions across various channels.
- Assisting in enhancing CRM support team performance through targeted guidance and ongoing support.
- Identifying training and onboarding needs and spearheading relevant initiatives.
- Reviewing and developing standard measurements for processes to be compared against.
- Providing agents with constructive feedback and guidance during regular meetings.
- Scheduling, organising, and completing quality audit inspections.
- Communicating and liaising with team leads and management to ensure awareness and adherence to standards, procedures, and quality control issues and activities.
- Coordinating and investigating quality issues and providing recommendations.
- Documenting quality assurance activities linked with corresponding metrics and reporting.
- Creating monthly dashboards detailing results, adding commentary on trends, and submitting detailed reports to appropriate management.
- Driving QA meetings to ensure scoring, insights, and needed action are appropriately communicated.
- Monitoring and evaluating customer service calls, interactions, and recordings.
- Analysing customer service metrics and their correlation with support team performance.
- Understanding customer needs and requirements to develop effective quality control processes.
- Reviewing and communicating root cause and corrective action to stakeholders.
- Driving continuous improvement for ticket quality and making recommendations for improvement.
- Assisting and reviewing issues and behaviours leading to poor quality and contributing to the identification and implementation of corrective actions to prevent re-occurrence.
- Creating documentation, checklists, and integrating with tools and technology.
- Developing opportunities for control automation.
- Carrying out reviews, identifying gaps for training and development needs.
- Evaluating support engagements against predetermined quality benchmarks.
- Working with other teams and stakeholders to drive quality standards and improvements across the team.
- Participating in calibration sessions to ensure consistency in internal evaluations.
- Fostering 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-oriented 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.