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Quality Assurance Analyst
morningstar Chicago, IL
Full Time | Investment Management 6 Months Ago
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morningstar is Hiring a Quality Assurance Analyst Near Chicago, IL

The Role: The Quality Analyst reports to the Manager of Workforce Management and Quality Assurance. This role is based out of the Chicago office, and is responsible for monitoring client interactions, evaluating those interactions, and providing performance feedback. Ultimately, the Quality Analyst is a brand ambassador for Morningstar, ensuring we are providing the best possible support to our clients. This role is also responsible for reporting Quality performance from the overall Client Support level, down to individual performance at the representative level. This role is also responsible for identifying trends in performance and recommending course-correction, as well as identifying opportunities for efficiency gains. Upcoming projects for this role include the implementation of a new Quality platform and potential speech analytics. You’ll also be introduced to basic Workforce Management for some cross-utilization in tasks including event planning and scheduling, and Support analytics. Job Responsibilities: • Review and evaluate Client Support interactions (calls, emails, cases, etc.) • Review and evaluate non-phone Client Support interactions (email, etc.) • Provide feedback to Client Support Representatives and recommendations for improving client interactions • Report on individual and team performance • Create and publish a monthly Quality Report • Analyze available data to better support our internal customers and to provide detailed reporting • Attend, and occasionally lead, Quality update meetings with Support Leadership • Assist with work on supporting projects • Ad hoc reporting and analysis as needed Required skills: • 1 year(s) client support experience (Morningstar or external) • Excellent verbal and written communication skills • Proven time management skills • High level of proficiency in Microsoft Office Suite • General knowledge of Salesforce is a plus (admin knowledge is a plus) • Detail-oriented, self-motivator with an enthusiasm to create new processes and help improve existing processes • Familiarity with project management methodologies • Ability to work independently up to 80% of the time Preferred skills: • High proficiency with Microsoft Excel • Experience using Salesforce • Morningstar product knowledge on multiple products is a plus (if internal) • SME level knowledge of at least 1 Morningstar product is a plus (if internal) • Reporting and analytics experience is a plus • Experience providing performance feedback is a plus 001_MstarInc Morningstar Inc. Legal Entity

Job Summary

JOB TYPE

Full Time

INDUSTRY

Investment Management

POST DATE

09/02/2022

EXPIRATION DATE

10/30/2022

WEBSITE

morningstar.com

HEADQUARTERS

CHICAGO, IL

SIZE

3,000 - 7,500

FOUNDED

1984

TYPE

Public

CEO

KUNAL KAPOOR

REVENUE

$1B - $3B

INDUSTRY

Investment Management

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About Morningstar

Morningstar is a provider of investment research and management services for individuals and businesses.

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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.

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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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