Position: Quality Assurance Analyst
Category: Support
English level: fluent
Years of experience: 3

Achieving high-quality standards (improvement of overall CSRs' performance), developing improvement plans, and exceeding the client's expectations.
2 years as Quality Assurance Analyst in Customer Support (responsible for >60 agents), 9 months as Senior English CSR.
Responsibilities as QAA:
 Monitoring and auditing transactions performed by CSRs against internal and external quality assurance requirements to deliver excellent customer experience. 
 Ensuring that transaction monitoring goals and requirements are met. Issuing Incident Reports to the Team Leaders for red flag CSR behaviors and compliance requirements observed during transaction monitoring.
 Maintaining internal and external meetings (monthly and daily with the management, weekly with CSRs).
 Performing further deep dive of other relevant data when necessary. 
 Updating Quality Assurance reports (e.g., Daily Internal Errors, Scorecard Upload, etc.) for the account by retrieving and updating the respective files and data. 
 Maintaining the files for updated and accurate reporting of Quality Assurance data. 
 Reviewing and analyzing data on Customer Satisfaction results and highlighting areas for improving customer experience and overall quality assurance. If requested, conducting orientations to new hires and CSRs returning from extended leave regarding the QA Team and the account's transaction monitoring guidelines. 
 Calibrating with internal groups such as Trainers, Team Leaders, as well as external counterparts. 
 Monitoring transactions that are randomly selected per calibration meeting to ensure that customer experience and overall quality assurance expectations are adhered to. 
 Other related tasks assigned by the managers.

Responsibilities as CSR:
 Providing customer support via responding the inquiries;
 Helping the other agents to solve the inquiries;
 Helping the other agents to escalate the inquiries and to adjust the schedule;
 Learning the platform and explaining its’ rules to colleagues;
 Completing side tasks assigned by Team Leader (e.g. training with the newcomers).