Sr Quality Assurance Analyst
Core
Conduct call monitoring and quality audits to assess adherence to standards, analyze results to identify trends, and recommend solutions to improve customer experience and agent skills.
Role type
Senior Quality Assurance Analyst (Customer Support)
Builds
Improved customer experience, agent performance, and operational processes
Domain
Consumer health technology / Diabetes management
Deliverable
dashboards & analysis
Required skills
Call monitoring, quality auditing, data analysis, root-cause analysis, process improvement, stakeholder collaboration, CAPA implementation, dispute management
Preferred skills
Lean Six Sigma, COPC, ISO-related certification
Technologies
QA guidelines, calibration tools, performance reporting systems
Responsibilities
Conduct call monitoring and quality audits; Analyze quality results to identify trends and gaps; Recommend solutions to improve quality performance; Collaborate with Operations to develop action plans; Support development and implementation of CAPA; Participate in calibration sessions; Review and manage disputes related to audit results; Evaluate and implement QA process improvements
Seniority
Senior, hands-on IC