Location

This position is open to candidates based in any EU country.

Language Requirements

• Fluency in English plus either:
• Dutch, Polish, German (any two languages)
• Spanish and Portuguese; OR
• Russian

Job Title

Quality Assurance Analyst

Job Description

• Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
• Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
• Analyze reports to identify trends and recurring issues or areas to improve or value-add.
• Ensure standardizing of the internal QA monitoring system, metrics/rubrics and, proactively identify new ways to improve overall QA work.
• Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performan...