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Quality Assurance Analyst

Salary undisclosed

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Qualifications:
A. Minimum Education Requirement
  • Degree in any discipline.

B. Minimum Relevant Work Experience

  • 1 year customer service.

C. Minimum Skills to Hire:

  • Experience within customer services.
  • Excellent leadership and communication skills.
  • Ability to deal with demanding customers and escalations.
  • Fast learner and able to cope in a fast-paced environment.
  • Language proficiency in English is mandatory; Japanese is mandatory.
  • Can work independently and has a good sense of responsibility.
  • Commited to learning.

D. Preferred Qualifications
  • Experience in supporting Travel accounts.
  • Experience in preparing and presenting written project status reports and executive briefings.
  • Phenomenal communication, presentation, and public speaking skills.
  • Organizational and time management abilities.
  • Critical thinking, analytical and decision-making abilities.

Responsibilities:
  • Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
  • Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
  • Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
  • Package, deliver, and at times present key findings and briefings.
  • Conduct evaluations to identify areas of improvement.
  • Monitor, analyze & audit trainees’ performance and call out any unusual trends.
  • Identify training needs by working with operations team and QA.