🌍 This position is open to candidates based in any EU country.

Minimun 2 Languages in Spanish, German, Polish and English is required.

Job Title: Quality Assurance Analyst

Job Description:

Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.

Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.

Analyze reports to identify trends and recurring issues or areas to improve or value-add.

Ensure standardizing of the internal QA monitoring system, metrics/rubrics and, proactively identifies new ways to improve overall QA work.

Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.

Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.

Collaborate and coordinate with different departments such as Operation, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness

Keeping abreast with latest updates of the industry and product information, including emerging user concerns in order to update evaluation criteria.

Requirements:

• Ideally but not limited to, Bachelor’s degree in Business Administration, Finance/ Economics, Communication, Data Science/Analytics
• Minimally 3-4 years of experience as a Quality Assurance in customer service environment i.e call-center
• Advantageous if you are QA with prior CS experience responsible for supporting customers on email and chat channels.
• Prior knowledge in setting goals for continuous improvement of service quality standards and the level of client satisfaction; able to conduct root cause analysis;
• Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills
• Excellent English communication skill, additional knowledge in any Asian language would be a plus
• Advantageous if you have working experience in the finance industries or BPO supporting financial clients.
• No problem working on site and rotational shift if necessary.