Qa analyst role
datamark, inc. is seeking a skilled qa analyst to join our team in the contact center. As a leading provider of business process outsourcing solutions, we are committed to delivering high-quality services that meet the highest standards.
the qa analyst will play a critical role in assessing and improving our processes, products, and services to ensure customer satisfaction.
1. maintain complete familiarity with all aspects of quality of contact center activities, including performance, professionalism, ethical standards, policies, guidelines, and procedures.
2. monitor contact-center performance, working with supervisors to implement improvement plans.
3. prepare quality reports by collecting, analyzing, and summarizing information and trends.
4. maintain all records of qa activities, including qa-identified issues.
5. collaborate with training and compliance, and other departments, to direct qa issues to appropriate existing channels for investigation and resolution.
6. participate in periodic calibrations, as well as quarterly center evaluation programs.
to be successful in this role, you should have:
* a high school diploma, bachelor's degree or higher in business or related field preferred.
* experience in a qa analyst role or similar position with a proven experience in implementing process/quality improvement tools and techniques.
* strong knowledge of qa methodologies, tools, and processes.
* excellent verbal and written communication skills.
* proficiency in microsoft excel.
we offer competitive benefits, including:
* all statutory benefits.
* cafeteria.