Quality Assurance Analyst
TP
Quality Assurance Analyst, French Speaking
TP
full-time
Posted on:
Origin: • 🇮🇪 Ireland
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Daily completion of quality reviews and appeal reviews
- Deliver quality feedback to the agents on completion of quality sample and appeal reviews
- Execute actions for individuals and/or team to maintain or improve SLA performance
- Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations
- Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
- Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
- Identify quality trends for the market/agents supported and develop corrective solutions
- Report bugs and continually check if bugs have been resolved
- Work with agents and colleagues to ensure enough grey area cases are reported
- Weekly catch ups with SME and Training teams to assess the current new hire training and identify if amendments are required
- Develop PKT tests weekly or monthly and use results to conduct team refresher training or individual feedback
- Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors
- Contribute to the innovation process by submitting new innovation ideas or process improvements
- Support additional workflow request from the client
Requirements
- C1/C2 in written and spoken French plus fluency in English
- Previous experience as a Quality Analyst or informal career path in a QA team is desirable
- Experience working within a customer focused environment
- Ability to effectively and accurately communicate feedback
- Ability to impart positive and negative feedback in one to one & group forums
- Excellent verbal and written communication skills
- Excellent technical aptitude including fluency in Excel reporting
- Proven ability to consistently meet or exceed performance related targets
- Strong analytical skills
- High attention to detail
- Positive can-do attitude
