Quality Assurance Specialist

Job Description

Review and Evaluate Support Interactions by conducting thorough analysis of support interactions (chat sessions) based on defined quality standards and guidelines. Identify Areas for Improvement by Pinpointing areas where agents can improve their performance, such as communication skills, problem-solving, product knowledge, and adherence to protocols. Provide Constructive Feedback by delivering clear and actionable feedback to experts, highlighting both strengths and areas needing improvement. Document and Track Quality through Maintaining records of review findings, identifying trends, and tracking the effectiveness of coaching and training initiatives. Participating in Training and Development for Contributing on the development of training programs and resources to enhance expert skills. Collaborate with Support Teams by working closely with support managers and other QA team members to improve support quality and Expert performance. Skills and Qualifications: Strong Communication Skills: Excellent verbal and written communication abilities, with the ability to convey feedback effectively. Analytical Skills: Ability to analyze data, identify patterns, and draw conclusions. Problem-Solving Skills: Ability to diagnose issues and develop solutions. Customer Service Experience: Experience in customer service or support roles is highly desirable. Knowledge of QA Processes: Familiarity with QA methodologies and tools used in support environments. Ability to Work Independently: Ability to work with minimal supervision and manage time effectively. Positive Attitude: Ability to provide constructive feedback in a positive and supportive manner.