Probe CX

QA Engineer

• Listen and rate conversations held between our team members and customers against quality standards
• Analyse the observations gathered and effectively provide feedback to the team members and their managers on the quality of their performance
• The QA is also expected to be the point of contact and subject matter expert for specific campaigns wherein you will liaise with department heads and clients to ensure quality is aligned with training and operations
• Ensure that opportunities identified are remediated and closed out in a timely manner
• Ensure that all reviews provided are cleared daily
• Ensure any incident required is raised accordingly
• Conduct root cause analysis and provide insights

Quality Assurance Analyst