Senior QA Analyst

Yext; Hyderabad; On-site; INR 6,00,000 - 12,00,000; Full time

Job summary

An established industry player is seeking a Senior Quality Analyst to optimize quality processes and enhance team performance. In this role, you will refine quality metrics, conduct assessments, and provide mentoring to team members. You'll collaborate with various teams to implement data-driven quality assurance strategies and process improvements. This position offers a unique opportunity to grow within a dynamic environment, working closely with operational departments to ensure excellence in service delivery. If you're passionate about quality assurance and eager to make a significant impact, this role is perfect for you.

Benefits

Attractive Bonus and Stock options

Paid Time Off

Maternity leave

Paternity leave

Sick leave

Casual Leaves

National Holidays

Medical insurance benefits

World-class office infrastructure

Gaming rooms

Qualifications

• 4+ years of QA/training experience in customer service.
• Strong analytical and problem-solving skills with a bias for action.
• Excellent English communication skills in both verbal and written.

Responsibilities

• Refine and implement quality metrics for the Services team.
• Conduct regular quality upskilling sessions for team members.
• Perform quality audits for new and existing associates.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Organizational Skills

Collaboration Skills

Flexibility

Ownership and Execution

Education

BA/BS degree or similar

Tools

Yext Tools

Spreadsheets

Job description

Yext (NYSE: YEXT) helps organizations build digital experiences across any channel on our open and composable platform. The Yext Digital Experience Platform collects and organizes content to deliver AI-led experiences for any organization’s customers, employees, or partners. For more than 15 years, thousands of companies worldwide have trusted Yext to create seamless customer experiences at scale across search engines, websites, mobile apps, and hundreds of other digital touchpoints. Learn more at yext.com.

The Senior Quality Analyst is an expert on quality process optimization, industry trends, workflow management, and conduct ticket handling evaluations.

You will be a key contributor to the strategic direction and updating of team strategy in coordination with QA coaches. The Senior Quality Analyst owns the implementation of strategic and long-term QA projects and recommends and implements new tools, technologies, and workflow processes based on evolving strategy and operational needs.

Please note, this is an internal role that will partner with various teams to understand business strategies and help in providing data-driven quality assurance strategies and process improvements within the service operations team. As an integral part of the organization, you will work directly with team members in the operational department to learn and grow an exciting career at Yext!

What You'll Do

• Refine and implement the quality metrics/parameters for Services team.
• Run daily/weekly/monthly quality assessments on the parameters defined and provide quality mentoring to team members.
• Conduct regular quality upskilling sessions for team members to improve quality standards for the team.
• Dive into end-to-end accomplishments of team goals, from strategizing & designing to measuring & documenting.
• Identify gaps and initiate required projects to improve quality and performance metrics of Services India CHT.
• Update weekly business review decks with Quality performance results.
• Send weekly and monthly qualitative & quantitative reports specific for Error trend analysis, Team and Individual CHT, and CSAT read-out sessions.
• Coordinate with Operations leads and Subject Matter Experts for process alignment.
• Perform additional duties and responsibilities as assigned by management.
• Conduct quality audits for new and existing Services India platform associates.
• Take charge of the overall onboarding and upskilling of new hires assigned at any given time.

What You Have

• BA/BS degree or similar college-level education.
• Solid understanding of Yext tools with deep analytical and problem-solving skills with a bias for action.
• QA Analyst / Training facilitator with at least 4+ years of relevant QA / training experience in the customer service industry and overall 5+ years of experience.
• Excellent English communication skills in both verbal and written.
• Technological ability to manage spreadsheets and documents.
• Ability to work collaboratively with cross-functional teams.
• Organized, with the ability to set schedules and priorities accordingly.
• Comfortable working under pressure with minimal guidance and supervision.
• Flexible; able to adapt to changing situations and willing to try alternative solutions.
• Strong dedication to ownership and execution of projects.
• Able to build positive relationships across the organization and demonstrate a strong ability to work with a variety of personalities.

Perks and Benefits

• Attractive Bonus and Stock options for eligible positions.
• A whole suite of best-in-class leave bouquet: Paid Time Off, Maternity leave, Paternity leave, Sick leave, Casual Leaves, National Holidays, etc.
• Medical insurance benefits of 5L covering parents (including COVID hospitalization).
• World-class office infrastructure with Gaming rooms, plush pantry, and breakout areas.

#LI-RD1

Yext is committed to building an inclusive and diverse culture where every person is seen, heard, and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.

About the company

Convert More Customers. Increase Sales. Enhance the Customer Experience. Save on Operational Costs. All With One Platform. Deliver Official Answers on Your Website and Across 100+ Search Engines, Voice Assistants, Maps & More.