Quality Assurance Analyst (QA) at Gokada Incorporated

Job Summary

• Quality Assurance Analyst (QA) will be responsible for assessing the quality of the performance of call center representatives who deal with existing and potential customers.
• The QA will monitor inbound and outbound calls, Live-chat, and emails responses to assess the representative’s demeanor, technical accuracy, customer service, performance, and conformity to company policies and procedures.
• Assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.

Responsibilities

• Interpret, build upon, and comply with company quality assurance standards
• Carefully maintain a complaint and non-conformance processing through records and tracking systems, including root cause and corrective actions.
• Document quality assurance activities with internal reporting.
• Develop new standards for teams, with improvements as needed, and create testing protocols for implementation across all service lines
• Identify training needs and take action to ensure company-wide compliance
• Pursue continuing education on new solutions, technology, and skills.

Requirements

• Bachelor's Degree or equivalent
• 2-3 years of experience working as a QA or similar role
• Excitement to work in a high-growth environment and help build processes and tools as needed
• Critical thinker, good problem-solving and negotiation skills
• Great interpersonal and communication skills
• Good time-management skills
• Excellent Customer Support Skill
• Proficiency in Microsoft Office, CRM and sales software programs.