Description
Description:
Responsibilities of a
Quality Assurance Analyst (AU/PH) but are not limited to:
- Analyse data and prepare weekly reports on quality assurance findings, identifying areas for improvement.
- Provide constructive feedback and coaching to improve customer experience and team performance/adherence to quality standards
- Collaborate with the CS team leaders to identify opportunities for process improvements and training needs through weekly calibration sessions
- Assist in any additional adhoc duties
Requirements:
- Minimum 2 years of experience in Customer Service with experience in delivering training and performing quality assurance
- Proficiency in using Zendesk or equivalent CRM, quality assurance tools, and Microsoft Office Suite (Excel, Word & PowerPoint).
- Attentive to details
- Ability to pick up new skills promptly and proactively
- Excellent communication and interpersonal skills with the ability to liaise with stakeholders across various teams.
- Strong understanding of business needs with a customerfirst mindset
- Independent and enjoy working in a fastpaced environment
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