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Quality Assurance Analyst
i2c Inc Omaha, NE
Full Time | Wholesale 6 Months Ago
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i2c Inc is Hiring a Quality Assurance Analyst Near Omaha, NE

Our companyFounded in 2001, and headquartered in Silicon Valley, i2c Inc. drives innovation to the global digital payments and open banking industry with a multi-function technology built for endless possibilities. As one of the world's fastest growing processors in the payment industry, i2c offers a challenging and rewarding career to individuals who have a passion to excel and deliver in a fast-paced, team-based environment.

About the Role

The Quality Assurance Analyst main role is to provide constructive/actionable feedback and coaching to our Customer Service Representatives in order to ensure our team is providing a phenomenal overall customer experience.

What You will Do Day-to-day

  • Primarily responsible to work on quality process implementation and improvement.
  • Contribute in the design of call monitoring formats and quality standards
  • Perform weekly, bi-weekly or monthly call monitoring and provides feedback to the manager
  • Use quality monitoring system to compile and track performance at team and individual level
  • Participate in customer and client listening programs/sessions to identify customer needs and expectations
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for Customer Service Representatives
  • Provides feedback to contact center team leaders/supervisors and managers and suggest improvement measures
  • Prepares and analyzes internal and external quality reports for management review
  • Defines SOPs and scripts for Customer Service Representatives
  • Contributes in refining details and standardizing procedures and scripting to assure consistency
  • Provides training, coaching, feedback and assistance to CSRs to ensure they understand new policies and procedures or product/service updates for quality
  • Participates in all training & development activities
  • Must be reliable and adhere to set schedule and demonstrate flexibility for the given shift timings.
  • Responsible for information security tasks within own work scope

Knowledge, Skills & Personal Characteristics

  • Quality inspection, auditing, and testing experience preferably in a Call Center/Contact Center environment.
  • Good understanding of customer service best practices
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
  • Strong computer skills including Microsoft Office
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
  • Good verbal and written communication skills.
  • Data collection, management and analysis skills
  • Strong analytical, organization and time management skills; ability to multi-task and follow up

id2

Job Summary

JOB TYPE

Full Time

INDUSTRY

Wholesale

POST DATE

09/02/2022

EXPIRATION DATE

12/05/2022

WEBSITE

i2cinc.com

HEADQUARTERS

REDWOOD CITY, CA

SIZE

200 - 500

FOUNDED

2001

CEO

AMIR WAIN

REVENUE

$50M - $200M

INDUSTRY

Wholesale

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The following is the career advancement route for Quality Assurance Analyst positions, which can be used as a reference in future career path planning. As a Quality Assurance Analyst, it can be promoted into senior positions as a Quality Assurance Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Quality Assurance Analyst. You can explore the career advancement for a Quality Assurance Analyst below and select your interested title to get hiring information.

If you are interested in becoming a Quality Assurance Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Quality Assurance Analyst for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Quality Assurance Analyst job description and responsibilities

A QA Analyst establishes a process to monitor all the activities and tasks to release high-quality service.

01/14/2022: Topeka, KS

A quality assurance analyst also assesses a business to determine problems that affect overall quality.

03/04/2022: Kansas City, KS

A quality assurance analyst evaluates products, systems, and software to ensure they are free of defects and meet the quality standards of the organization.

01/04/2022: Akron, OH

QA analysts use processes that ensure the quality of the product and service meets the requirements of the product creators, service providers, and customers.

12/27/2021: Clearwater, FL

Quality assurance analysts document the entire quality testing process.

01/09/2022: Fort Wayne, IN

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Quality Assurance Analyst jobs

Good quality assurance analysts ensure standards are maintained during production to provide top quality products for consumers, all the time, every time.

03/06/2022: San Antonio, TX

The roles and responsibilities of a Quality Assurance Analyst focus on total quality management.

03/09/2022: Lexington, KY

Most employers use applications to test products and services, and it is a plus if a quality assurance analyst is familiar with one or several of those applications.

01/22/2022: Lima, OH

A good QA analyst must be able to spot trends and tendencies within the data.

02/18/2022: Portland, ME

Those who aspire to become a quality assurance analyst should acquire enough experience and expertise in certain field.

02/22/2022: Laramie, WY

Step 3: View the best colleges and universities for Quality Assurance Analyst.

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