Quality Assurance Analyst, Microsoft D365 Business Central
RSM US LLP
Quality Assurance Analyst
Thinkahead Consultant Psychologist Pty Ltd
full-time
Posted on:
Location: 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Monitor and evaluate customer calls and support tickets for quality, accuracy, and compliance with guidelines.
- Document feedback and provide actionable insights to improve agent performance.
- Develop and maintain QA scorecards, evaluation forms, and reporting mechanisms.
- Collaborate with leads/managers to identify training needs and performance gaps.
- Participate in calibration sessions to ensure consistency in quality evaluations.
- Analyze trends in quality scores and recommend process improvements.
- Ensure adherence to company policies, regulatory requirements, and customer service standards.
- Assist in the development and implementation of quality improvement initiatives.
Requirements
- Bachelor’s degree in Business Administration, Communications, or a related field.
- 3+ years of experience in a quality assurance role within a call center, helpdesk, or technical support environment.
- Experience with ticketing systems (e.g., ServiceNow) and call monitoring tools (e.g., Amazon Connect).
- Knowledge of customer service best practices and quality management principles.
- Strong analytical and problem-solving skills.
- Excellent listening, communication, and interpersonal skills.
- Attention to detail and high level of accuracy.
- Ability to deliver constructive feedback in a positive manner.
- Proficiency in using QA tools, CRM platforms, and call monitoring systems.
- Strong organizational and time management skills.
- Ability to work independently and collaboratively in a fast-paced environment.
