
Senior Quality Assurance Professional
7 days ago
As a Quality Assurance Specialist, you will play a vital role in upholding the highest standards of quality for our clients.
This position requires an individual with expert-level knowledge of products and services, as well as exceptional communication and coaching skills.
The ideal candidate will possess the ability to monitor customer issue trends, volume spikes, and case inventory, and lead daily team meetings to communicate operational updates.
Effective feedback and follow-up actions are also key aspects of this role.
In addition, the selected candidate will be responsible for ensuring timely completion of compliance training and phishing exercises, reviewing and analyzing performance metrics, and managing resolution and documentation.
This role requires professionalism, prompt response to production issues, and promotion of positive behaviors.
Key Responsibilities:- Maintain in-depth knowledge of assigned products and services
- Monitor customer issue trends, volume spikes, and case inventory
- Lead daily team meetings and communicate operational updates
- Conduct effective feedback and coaching sessions
- Manage follow-up actions and ensure timely completion of compliance training and phishing exercises
- Review and analyze performance metrics
- Serve as an escalation point for customer cases and manage resolution and documentation
- Oversee staff scheduling and maintain low attrition rates
- Validate access and ensure compliance with security protocols
- Display professionalism and respond promptly to production issues
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