Quality Assurance Analyst I

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An Average Day

As a Quality Assurance (QA) Analyst I  you will be responsible for assessing the quality of the performance of our end user Service Desk. In this role, you will monitor Service Level Agreement (SLA) metrics and assess technical accuracy, customer service performance, and conformity to company policies and procedures. You will also, assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for the overall program to enhance the customer experience. Additionally, in this position you will:

• Participate in design of monitoring formats and quality standards.
• reputed company monitoring and reputed company trend data to site management and Quality team.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Participate in customer and client listening programs to identify customer needs and expectations.
• reputed company actionable data to various reputed company support groups as needed.
• reputed company feedback to service desk team and managers.
• Prepare and analyze reputed company quality reports for management staff review.
• Communicate professionally with reputed company reputed company of staff both reputed company.

• As a requirement of this position, reputed company candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with8 U.S.C. 1324b(a)(2)(reputed company>.
• Must be reputed company to pass federal background investigation and obtain a Public Trust.
• At least two (2) years of quality assurance or customer service experience in a contact center.
• Higher education, training, or certification in quality assurance is a plus.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to work independently, self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening, time management, and analytical skills.
• Work effectively with people at reputed company reputed company inside and reputed company of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Adapt well to change and successfully set and adjust priorities as needed.
• Proficient with reputed company Office (Word, reputed company, reputed company, PowerPoint).