Mar 30, 2023

CUSTOMER QUALITY ASSURANCE ANALYST, REMOTE | WORK FROM HOME

A Quality Assurance Analyst (QA) is in charge of evaluating the effectiveness of our Chat Support Agents, who interact with both current and future users. To evaluate the support agents' conduct, proactiveness, correctness, performance, and compliance with Deel's policies and procedures, the QA will keep an eye on chat exchanges.

CUSTOMER QUALITY ASSURANCE ANALYST, REMOTE | WORK FROM HOME | visajobshq.com

You will assist in developing, creating, and implementing the quality processes and procedures; as well as making recommendations for enhancements to training materials and knowledge base as needed to enhance the overall Deel customer experience.

Duties

  • Review and conduct QA on support tickets against the set scorecard, providing feedback and improvement guidelines to agents

  • Review DSAT tickets and provide an overview of issues and improvement opportunities to team leads

  • Work on root cause analysis

  • Identify trends, patterns and gaps in agent, pod and overall Support performance and proactively communicate them to relevant POCs

  • Collaborate with Enablement, Training and pod managers to address and remedy trends or gaps detected on pod and Support levels

  • Collaborate with Team Leads to address and remedy trends and gaps on agent level

  • Support Team Leads in executing the Performance Improvement Plans

Requirements

  • You have 2-3 years of experience in a QA role (Tech, FinTech or HR environment is a plus)

  • You have experience conducting KPI analysis, especially CSAT/DSAT

  • You have experience in root cause analysis

  • You have experience in working on product and process improvements in collaboration with teams like Product and Operations

  • You have a strong focus on soft skills, possess excellent communication skills and know how to deliver feedback in a constructive way

  • You have ability to investigate complex issues to identify root causes and give both in-depth and high-level overviews, as well as improvement recommendations

  • You have an analytical mindset and can identify trends and patterns

  • You have a hard-work ethic, integrity, and a deep sense of accountability in managing your workload independently while maintaining high quality and volume of work output independently (Having worked before in an remote environment is a plus)