Our client is looking for a detail-oriented and tech-savvy contractual QA Analyst to join our this role you will be the driving force behind our agent quality assurance (QA) and continuous improvement initiatives. By leveraging AI-powered QA platforms and analysing interaction data you will build targeted coaching programs measure performance metrics and advocate for process enhancements that directly improve our customer service delivery.
Key Responsibilities:
- Develop AI-Driven Coaching: Leverage MaestroQA (Rippit) and its inbuilt AI functionalities to design create and implement targeted behavioural coaching interventions for customer-facing agents.
- Analyse Agent Performance: Generate and analyse comprehensive performance reports to identify top and bottom performers translating raw QA data into actionable insights for leadership.
- Analyse Coaching Data: Generate and analyse comprehensive coaching reports to identify trends recurring development opportunities and coaching effectiveness translating coaching data into actionable insights and recommendations for leadership.
- Track SLA Adoption: Monitor measure and report on Service Level Agreement (SLA) adoption and compliance across support teams to ensure consistent high-quality service delivery.
- Drive Cross-Functional Alignment: Actively participate in workstream scrum calls sharing data-backed recommendations to drive immediate behavioural and process improvements within agile teams.
- Champion Continuous Improvement:
Proactively share cutting-edge ideas and partner with cross functional teams to execute continuous improvement exercises that optimize QA workflows and elevate the overall client experience.
- Support QA Operations: Assist in collecting consolidating and evaluating customer interaction data to establish a baseline for service quality and identify emerging behavioural patterns.
- Close the Loop: Curate coaching keeping last months improvement and gaps in mind to drive continuous improvement and closing the loop of feedback.
Qualifications & Skills:
- Experience: Prior experience in Quality Assurance (QA) Customer Experience (CX) or a related analytical role (I2 Level / Developing Professional).
- Technical Proficiency: Hands-on experience with quality management platforms (such as MaestroQA / Rippit) and an aptitude for utilizing AI-assisted features for coaching and evaluation.
- Platform Knowledge: Working knowledge of customer support platforms such as Salesforce Gong NICE or similar tools.
- Microsoft Office Skills: Proficiency in Microsoft Excel (Pivot Tables VLOOKUP/XLOOKUP formulas and data analysis) Microsoft Word and PowerPoint.
- Analytical Mindset: Strong ability to track metrics build performance reports draw clear conclusions from qualitative and quantitative data and provide actionable insights.
- Communication: Excellent verbal and written communication skills with the ability to confidently present findings and recommendations in scrum meetings and to workstream leadership.
- Agile Adaptability: Ability to thrive in a fast-paced environment working on issues of moderate scope while driving solutions proactively.