QA Tech Support

Job Description:

Essential Skills & Experience

• Impeccable attention to detail: Ability to examine data or information provided against the set guidelines. A QA must be thorough and not overlook small yet significant errors.
• Strong Analytical and Critical Thinking Skills: The capacity to identify errors, logically assess their impact and perform effective root cause analysis (RCA).
• Objectivity and Consistency: The ability to maintain neutrality and apply quality standards uniformly across all reviews, regardless of the agent, team, or case complexity.
• Proactive and Self-Driven: A good QA doesn't just react to the review queue but proactively looks for opportunities to improve the quality program, processes, and overall customer experience.
• Excellent Communication Skills (Written and Verbal): Must be able to write clear, concise, and professional audit reports and feedback forms. Verbally, they must deliver constructive, motivational, and fact-based feedback to agents.

• Monitor support dashboards and key performance indicators in real-time to identify cases needing immediate attention or intervention.
• Coordinate with relevant stakeholders to manage workload balancing across different queues and teams.
• Analyze historical and real-time queue data to identify trends and potential issues impacting case flow and team performance.
• Generate reports on key queue metrics such as case volume, wait times, and assignment efficiency.
• Provide insights and recommendations to leadership on queue performance and potential adjustments needed.