Product Quality Analyst
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Experienced Service/Product Quality Analyst with a proven track record of delivering quality feedback to agents, maintaining SLA performance, and identifying and addressing quality trends. Strong analytical skills, ability to work in a fast-paced environment, providing excellence in performance and quality service. Looking for the next step in my career, preferrably remote, where I can grow and learn new skills.
Daily completion of quality reviews and appeal reviews
Deliver quality feedback to the agents on completion of quality sample and appeal reviews
Execute actions for individuals and/or team to maintain or improve SLA performance
Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations
Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
Identify quality trends for the market/agents supported and develop corrective solutions
Report bugs and continually check if bugs have been resolved
Work with agents and colleagues to ensure enough grey area cases are reported
Weekly catch-ups with SME and Training teams to assess the current new hire training and identify if amendments are required
Develop PKT tests weekly or monthly and use results to conduct team refresher training or individual feedback
Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors
Contribute to the innovation process by submitting new innovation ideas or process improvements
Support additional workflow requests from the client
