Quality Assurance Analyst, Customer Service

Job not on LinkedIn

August 29

🌲 Oregon – Remote

Although this job is listed in Oregon, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

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Value1

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Value1 is India's 1st Tech Company Co-Owned by its consumers and workforce

51 - 200 employees

Founded 2021

📋 Description

• Provides technical support to the Call Center quality assurance program • Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center • Performs mock calls with new hires after training has been completed to determine readiness for moving into support • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites • Uses Call Center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continued success in quality of service • Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities • Provides structured and timely recommendations through verbal and/or written feedback to Call Center Leadership Team, management, and training • Collaborates with Call Center leadership and training team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience • Assists with the design and successful delivery or workshops and training • Observes and complies with all District and mandated safety rules, regulations, and protocols • Performs related duties as assigned

🎯 Requirements

• Experience in quality assurance and auditing in a customer service environment • Ability to analyze data from multiple sources (emails, calls, surveys) • Experience with coaching and training staff • Familiarity with call center tools to gather data and analyze trends • Strong communication and collaboration skills