
Senior Quality Assurance Professional
3 days ago
We are seeking a seasoned quality assurance professional to join our team as a Quality Analyst. The ideal candidate will possess excellent analytical and problem-solving skills, with the ability to work independently or collaboratively within a team environment.
">Key Responsibilities:
- Calibrate and maintain quality standards
- Participate in joint calls monitoring with clients, services teams and call center teams
- Evaluate customer satisfaction and dissatisfaction data; recommend solutions to address root cause
- Monitor quality and accuracy attributes; suggest improvements to achieve goals and objectives
- Develop strong partnerships with client quality contacts to ensure quality goals are met
Requirements:
- Bachelor's Degree or higher (French B2 level is required)
- One or more years' experience in call center operations, goals and processes
Essential Skills:
- Basic PC skills
- Strong customer service and interpersonal skills
- Effective verbal and written communication skills
- Research, analytical and problem-solving skills
Knowledge/Abilities:
- Knowledge and effective use of quality management processes and tools
- Ability to work well independently or within a team
About the Role:
This role requires a high level of autonomy and self-motivation, with the ability to prioritize tasks and manage multiple projects simultaneously.
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