QA Tech Support

Job description

Job Description: **Essential Skills & Experience** - Impeccable attention to detail: Ability to examine data or information provided against the set guidelines. A QA must be thorough and not overlook small yet significant errors. - Strong Analytical and Critical Thinking Skills: The capacity to identify errors, logically assess their impact and perform effective root cause analysis (RCA). - Objectivity and Consistency: The ability to maintain neutrality and apply quality standards uniformly across all reviews, regardless of the agent, team, or case complexity. - Proactive and Self-Driven: A good QA doesn't just react to the review queue but proactively looks for opportunities to improve the quality program, processes, and overall customer experience. - Excellent Communication Skills (Written and Verbal): Must be able to write clear, concise, and professional audit reports and feedback forms. Verbally, they must deliver constructive, motivational, and fact-based feedback to agents. - Monitor support dashboards and key performance indicators in real-time to identify cases needing immediate attention or intervention. - Coordinate with relevant stakeholders to manage workload balancing across different queues and teams. - Analyze historical and real-time queue data to identify trends and potential issues impacting case flow and team performance. - Generate reports on key queue metrics such as case volume, wait times, and assignment efficiency. - Provide insights and recommendations to leadership on queue performance and potential adjustments needed.