The Trilingual Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy and/or external systems.
Roles and Responsibilities:
- Audit calls/interactions/transactions for aligned agents
- Coach agents for performance improvement
- Report performance for aligned span on a daily/weekly/monthly basis
- Provide inputs, basis audits, for briefings and training need identification
- Partner with TLs in leading Team Meetings for metric improvement
- Participate in strategic projects for the campaign/LoB
- Identify and elevate any potential quality issues per defined process
- Isolate and report defects; verify defect fixes
- Suggest process/system improvements based on common customer concerns
- Accomplish other responsibilities assigned by management
- Drive quality initiatives,
contests and campaigns for the assigned span
- Be updated on knowledge and serve as SME for the campaign/LoB
Technical skills & Qualifications:
- Minimum of 1-year experience as Quality Analyst (preferred)
- Basic excel/google sheets skills
- Problem-solving skills
- Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc.
- Strong customer centricity
- Ability to provide constructive feedback in an assertive manner
- Good written and verbal communication skills
- Logical thinking
- Ability to manage conflicts
- Ability to work with minimal supervision and demonstrate initiative and good judgment
- Versatility and ability to work on multiple projects
- Ability to establish and maintain effective working relations with a wide variety of individuals
- Ability to work with a diverse team
Personality traits required:
- Clear thought process