JOB DESCRIPTION Quality Assurance Analyst (QA)

(Strategy of Prevention) QA is focused on planning, documenting and agreeing on a set of guidelines that are necessary to assure quality, as the QA will audit processes and flow of communication from and to care department to internal and external stakeholders. And will document all workflows, charts and events that are related to care department. Prepare Sary to obtain ISO standards by implement ISO requirements

Participates in design of call, chat monitoring formats and quality standards
Design, develop and execute automation scripts
Develop and apply testing processes for new and existing services to meet client needs
Uses quality monitoring data to compile and track performance at team and individual level.
Design & develop quality assurance standards and company processes
Prepare company to obtain different ISO certificate
Provides actionable data to various internal support groups as needed.
Provides feedback to call center team leaders and managers.
Create reports documenting errors and issues for fixing
Perform other duties as assigned

KPI of QA Analyst

Number of processes documented and developed on quarterly basis
Number of quality certificate obtain annually
Number of changes and improvement to all communicated scripts with externally and internally
The renewal on quality certificate periodically
Number of checks made around care processes and standard on monthly basis
Timely reports overall care QA status and challenges comes with it

Bachelor's degree in Business Administration or a related field.
2 to 4 years of experience in Quality Assurance, with a solid understanding of QA principles.
Proficiency in creating SOPs (Standard Operating Procedures) and familiarity with workflows and policies.
Background knowledge in customer care management.
Excellent communication skills and the ability to collaborate effectively across teams.
Lean Six Sigma certification is a plus.
Preferably familiar with Compliance practices.

Sary remote jobs

Quality Assurance Analyst