Quality Assurance Analyst — Back-Office & Call Center Coach

VITRONIC Machine Vision; Maryland; Vor Ort; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

VITRONIC Machine Vision in the United States is seeking a Quality Assurance Analyst to monitor and improve customer interactions, back-office processes, and call center quality using sampling techniques.

You will analyze event processing and KPI data, provide coaching to agents, and drive continuous improvement. Reporting to the BI Manager, you will help standardize quality measures and support SOP updates.

Qualifikationen

• Minimum 3–5 years of non-IT QA experience with back-office and/or call center functions.
• Proficient with Excel and Microsoft Office suite.
• Strong analytical skills to interpret data, identify trends, and recommend improvements.
• Excellent written and verbal communication for coaching and feedback.
• Strong attention to detail and focus on continuous improvement.

Aufgaben

• Monitor and evaluate back-office work and customer interactions to ensure standards.
• Analyze performance metrics to identify trends and opportunities for improvement.
• Provide feedback and coaching to agents to improve data entry, communication, and efficiency.
• Track KPIs such as event processing scores, call quality, and customer satisfaction; report findings.
• Develop and implement quality improvement initiatives and training programs.
• Participate in calibration sessions to standardize evaluation criteria.
• Assist in updating SOPs and support special BI projects.

Kenntnisse

Excel

Data analysis

Communication

Attention to detail

Time management

Collaboration

Call center software

Ausbildung

Bachelor's degree

Tools

Grafana

Jobbeschreibung

VITRONIC Machine Vision in the United States is seeking a Quality Assurance Analyst to monitor and improve customer interactions, back-office processes, and call center quality using sampling techniques.

You will analyze event processing and KPI data, provide coaching to agents, and drive continuous improvement. Reporting to the BI Manager, you will help standardize quality measures and support SOP updates.