Quality Assurance Analyst I

Job Description

Job Description

Role Summary : : Assists with the design, development and implementation of the Quality Assurance & Soft Skill Training program for the three NA Service Centers. Collaborate with Quality Assurance & Training staff in NA Service Centers to deliver consistently high-quality service across all communication platforms in a seamless fashion that demonstrates no delineation between Service Centers. Identify and address training needs for soft skills, system knowledge and adherence to policy & procedure. Serves as a key contributor to the design, development, and implementation of data-driven quality assurance programs for our NA Service Centers. Utilize data analysis and technical tools to identify performance trends, system gaps, and training needs. Collaborate with leadership to create and deliver consistently high-quality service across all communication platforms by leveraging insights from data to drive strategic improvements.

Additional Responsibilities :

• Closely monitor the application of Quality Assurance; Soft Skill Training initiatives to ensure consistent and fair application across both NA Service Centers.
• In conjunction with management, design and build technical tools and dashboards to analyze service performance, leveraging business intelligence and AI-driven insights to identify trends and opportunities for improvement.
• Work with NA Service Center management staff to provide coaching and remedial training to staff as necessary.
• Work with the Manager of Quality Assurance to coordinate the immediate and ongoing soft skill training needs of the service center staff.
• Identify training or service gaps and quickly implement corrective action to minimize customer impact.
• Analyze large, complex datasets from customer interactions to proactively identify service gaps and root causes, developing data-backed recommendations for corrective action to minimize customer impact.
• Develop a strong understanding of system and process for all functional areas.
• Develop innovative approaches to providing superior customer service that will distinguish ONE in the market.
• Ability to travel, as required
• Explore the integration of AI and machine learning tools to automate quality monitoring processes and enhance the effi ciency of performance analysis.

Core Required Skills and Competencies :

Function Specifi c Required Skills and Competencies :

Required Minimum Years’ Experience :

Education :