The Lead/QA Analyst is responsible for designing, developing and executing quality assurance and control processes. The lead analyst responsibility is also to test possible quality initiatives as required by the business. This will ensure that the campaign is always in a state of continuous improvement.
It is also the responsibility of the QA analyst to track and report data that is submitted from the QAS in order to help turn any processes from a manual to an automated one.
The Lead/QA analyst is also required to coordinate with other quality staff and coordinate actions to get to a common goal.
The Lead/QA analyst must be able to analyze trends at a granular level for individual chat agents as well as for the whole campaign.
It is imperative that the Lead/QA analyst must understand how to conduct and facilitate deep dive analysis in order to fully understand a trend or concept.
The Lead/QA analyst will be required to take a minimal number of chats, not to support the queue, but more to maintain knowledge of the campaigns currently in place.
The Lead/QA analyst will be responsible for handling calibration sessions or appoint a POC as required to handle the calibration sessions. It is also the Lead/QA analyst's responsibility to document and drive initiatives that may come from the calibration session and devise a method of incorporating feedback from the calibrations and creating quality initiatives as required.
The Lead/QA analyst is responsible for auditing the chats within their bucket and ensuring that the chats meet requirements set by the campaign.
Responsible for ensuring that QASs are trained on any updates as far as Quality processes go.
- Able to use Excel for trending data
- Ability to create complex pivot tables for use with reports
- Ability to use Macros to begin the process of automation
- Ability to use Powerpoint to create Quality presentations
The candidate must have worked with quality, however the backbone of the role is data driven, hence the candidate must be adept at trending and analysis and be able to comfortably work with numbers. A background in statistics is a plus and the candidate must have experience in the quality assurance field, preferably in the BPO industry and ideally in a chat campaign or email campaign.
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