Quality Assurance Agent

SUMMARY:
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POSITION INFO:

Responsibilities:

• Quality Monitoring: Conduct thorough reviews and assessments of services, and customer interactions to ensure adherence to established quality standards.
• Process Evaluation: Evaluate internal processes and workflows to identify areas for improvement in efficiency and effectiveness.
• Performance Metrics: Develop and implement key performance indicators (KPIs) to measure and track the performance of various departments, teams, and individuals.
• Feedback and Coaching: Provide constructive feedback and coaching to team members to improve overall performance and adherence to quality standards.
• Documentation: Maintain accurate and detailed records of quality evaluations, identifying trends and patterns that may require additional training or process adjustments.
• Collaboration: Collaborate with cross-functional teams to address quality-related issues and implement corrective actions.
• Continuous Improvement: Actively contribute to the continuous improvement of processes, methodologies, and tools to enhance overall quality and efficiency.

Candidate requirements:

• Proven experience in quality assurance or a related role.
• Experience in a customer service or support environment.
• Strong analytical skills with an eye for detail.
• Excellent communication and interpersonal skills.
• Familiarity with quality management systems and methodologies.
• Ability to work independently and collaboratively in a team-oriented environment.
• Proficiency in using quality assurance tools and software.
• High level of motivation, energy, and enthusiasm.
• Needs to be able to work shifts