Senior Quality Assurance Specialist
17 hours ago
We are seeking a skilled and experienced Senior Quality Assurance Specialist to join our team. This is an excellent opportunity for a professional with a strong background in quality assurance to make a meaningful contribution to the company's success.
Job Description:The Senior Quality Assurance Specialist will be responsible for ensuring the highest level of quality in all aspects of the business, from product development to customer service. This includes:
- Developing and maintaining expert knowledge of assigned products and services
- Monitoring customer issue trends, volume spikes, and case inventory to identify areas for improvement
- Leading daily team huddles and communicating operational updates to ensure seamless collaboration
- Conducting effective coaching and feedback sessions to manage follow-up actions and drive team performance
- Ensuring timely completion of compliance training and phishing exercises for self and team members
- Reviewing and analyzing B2B Service Cloud and DOMO reports to share performance metrics weekly
- Serving as an escalation point for customer cases, managing resolution and documentation while ensuring high-quality service delivery
- Overseeing staff scheduling and maintaining low attrition rates to promote a positive work environment
- Validating agenda access and ensuring compliance with security protocols to protect sensitive information
- Displaying professionalism at all times and responding promptly to production issues and operational challenges
- Promoting positive behaviors and recognizing team achievements to foster a collaborative and inclusive work culture
- Providing reporting and analysis results to the B2B Service Directors for quality evaluations completed, including trend results
- Learning program/services topics to provide proper support, including refresher training and new product/enhancement trainings
- Leading and participating in feedback sessions in Verient application to enhance team performance and productivity
- Maintaining and expanding on all product and service knowledge to stay up-to-date with industry developments
- Completing all mandatory training courses in a timely manner to meet business requirements
- Protecting Mastercard B2B customer and internal proprietary information while adhering to strict security protocols
- Reacting effectively in demanding situations or short timeline deliverables while maintaining a calm and professional demeanor
- Amplifying positive behaviors and collaborating with multiple internal support teams to address customer requests efficiently
This role requires a unique blend of technical skills, business acumen, and interpersonal expertise. The ideal candidate will possess:
- Proficiency in Microsoft Office
- Strong attention to detail
- Professional demeanor
- Ability to collaborate effectively
- Multitasking
- Leadership
- Analytical thinking
- Problem-solving
- Effective communication
- Commitment to fostering a safe and inclusive work environment
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