Quality Assurance Analyst

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July 1

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SMDigital USA

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B2B • Marketing • Digital Agency

SMDigital USA is an award-winning international digital agency known for its talented team of over 220 professionals committed to creating innovative digital solutions. The company places a strong emphasis on fostering a positive work environment, offering flexibility and growth opportunities, and maintaining a healthy work-life balance for its global team. With offices in Miami, New York, Shanghai, Medellin, Spain, the Philippines, and Panama, SMDigital specializes in areas such as customer service, web development, SEO, social media management, and more, relying on a team of experts primarily based in the Philippines.

51 - 200 employees

🤝 B2B

📋 Description

• The Quality Assurance Analyst will monitor inbound and outbound calls, and email responses, and evaluate customers’ experience. • Assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. • Provides feedback to call center team leaders and managers. • QA Specialist Analyst will score each call from 1 to 5 in different KPIs: communication, approach, was the resolution (qualified or not qualified) correct, what could be improved, and recollected all info. • QA Specialist Analyst will find areas of opportunity (if applicable) for each teammate. • QA Specialist Analyst will provide feedback in written form to the client in real-time. • The client shall inform QA Specialists to whom the feedback will be provided. • QA Specialist will create/manage a QA scorecard form (per the Excel document provided by the Client to the QA Specialist). • QA analysts will create a QA score dashboard to visualize each teammate’s performance and improvement. • QA analysts shall participate in periodic calls (weekly,) to provide insight into the AE scores, trends, suggestions, etc.

🎯 Requirements

• At least 3 years of Quality Assurance Analyst experience • Excellent communication and time management skills • Ability to multi-task projects, establish priorities, work independently, and organize effectively. • Proficiency in Excel and the Google Suite of Apps (Docs, Sheets, Slides GMail • Must be trustworthy and able to keep confidential information contained • Excellent listening, verbal, written, and interpersonal communication skills • Keen attention to detail • Good judgment and decision-making capabilities • An effective time manager who can perform in a fast-paced, deadline-oriented environment • Knowledge of Microsoft Office Suite Products • Ability to organize, prioritize, adapt to change, and work in a fast-paced environment • Home Office Requirements: Stable internet connection with at least 50 Mbps postpaid (must provide a screenshot of a speed test) • Computer (at least 16GB RAM and Intel i5 core processor equivalent or up) • Noise Cancelling Headset • Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup • Dual Monitor

🏖️ Benefits

• Monthly Company Bonus Program • Paid Vacation Leave • Holiday Bonus