Senior Quality Assurance Analyst
IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are looking for a Senior Quality Assurance Analyst. The role involves systematically reviewing casework and ensuring compliance with process regulations by applying established quality standards approved by the client. Your role is also to drive performance improvement that impacts quality-related metrics in accordance with company and customer requirements.
As a Senior Quality Assurance Analyst, You Will…
- Be responsible for monitoring and evaluating a high-volume multi-communication channel and multi-process tasks to ensure quality standards are met.
- Execute audits to ensure quality and consistency across all Quality Assurance resources.
- Use a quality monitoring data management system shared and approved by the client to compile and track performance at the team and individual levels.
- Provide clear and actionable feedback about the available performance and compliance data.
- Generate reports, analyze trends, and insights from QA data.
- Share recommendations and process improvements that may improve the overall experience and streamline the process.
- Develop and maintain a vertical knowledge of products and services.
- Collaborates for process and workflow updates and improvements with the production and internal support groups.
- Support with special projects.
- High school diploma or equivalent (required).
- 1 year of front-line contact center experience (preferred).
- 1-2 years of Quality Assurance experience (preferred).
- Attention to detail and accuracy.
- Excellent analytical and structured problem-solving skills.
- Ability to work with and resolve complex issues.
- Strong time management skills and ability to prioritize work.
- Excellent verbal and written communication skills, exceptional interpersonal and listening skills
- Ability to work in a team environment, multitask, and manage conflict.
- Capacity to work effectively under pressure.
- Strong customer service orientation.
- Ability to perform other functions as required in the nature and scope of the position.