Quality Analyst (BGC)

H002 - Lizard Bear Lair (LBL) Full Time Quality

Position/Title: Quality Analyst

Reporting to: Quality Supervisor

Direct Report/s: None

Job Description: The Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability and compatibility with other legacy- and / or external systems. Core Responsibilities:

  • Conducts audit per agent on a daily basis
  • Submits End of Shift Report
  • Attends the Weekly Business Review with Campaign TL/OM/Client
  • Holds calibration sessions with the assigned team/campaign
  • Conducts side by side monitoring
  • Performs coaching sessions with agent/s and TL
  • Submits weekly and monthly quality reports
  • Identify any potential quality issues per defined process and escalate quality issues immediately to management
  • Isolate and report defects; verify defect fixes
  • Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.

  • Skills and Abilities Required:
  • Possess a solid understanding of process flow and development
  • Strong analytical thinking and problem solving skills
  • Ability to design, write, test and document efficient testing solutions to meet customer needs
  • Ability to change process execution during product line testing
  • Ability to manage multiple projects and adapt to changing priorities
  • Ability to thrive in a fast-paced, team–oriented work environment
  • Strong written and verbal communication skills
  • Keen attention to detail
  • Ability to work with minimal supervision and demonstrate initiative and good judgment
  • Ability to establish and maintain effective working relations with a wide variety of individuals
  • Ability to represent the company in a positive and professional manner
  • Ability to work well both independently and as a member of a team

  • Educational Background and Desired Experience:
  • At least 2 years in college (BS or BA preferred)
  • Minimum of 1 year experience as Quality Analyst

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