Senior Quality Assurance Analyst - Member Support

• Monitoring consultants phone calls and written communication using allocated systems to capture their effectiveness at service delivery
• Conducting effective skills-transfer sessions to improve teams understanding and performance of customer centric metrics
• Providing feedback to the associates
• Generating QA reports
• Achieving the sampling plan target that was given
• Completing all given tasks within the time specified
• Working closely with the peers to implement quality strategies and drive overall project s performance
• Following the hierarchy structure for escalation of any issues related to work
• Adhering to the rules of the company and non disclosure agreement
• Training/Coaching consultants on Quality parameters and requirements
• Developing trust and professional rapport with employees.

WHAT WE ARE LOOKING FOR

• You have adept command of the English language, both written and verbal - C1/C2 level
• You are customer oriented in managing communications and issues
• You have excellent communication skills, a positive goal-oriented attitude and be able to multitask
• You have ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices
• You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
• You have developed reporting skills, ability to work with G suite

WHAT YOU LL GET IN RETURN

• 24 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget
• Additional health & dental insurance
• Mental wellbeing platform
• Snacks, light food, drinks in the office
• WFH equipment allowance