Quality Assurance Analyst – Remote Cadence & Insights

KMC Solutions Inc; United States; A distancia; USD 5700 - 9500; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible workspaces

Exclusive discounts

Rewards and freebies

Monthly events

Descripción de la vacante

KMC Solutions is seeking a QA Analyst to review customer support interactions, score quality, and help calibrate the QA program. You will work with Support Managers to summarize trends and identify improvements at both individual and department levels.

You will collaborate with training to enhance curricula, lead remote cadence with external teams, and participate in various projects to strengthen the QA program.

Formación

• Proven ability to conduct calibration audits weekly.
• Ability to review and score customer interactions for quality.
• Collaborate with training to improve curriculum.
• Lead remote cadence with external teams.

Responsabilidades

• Review interactions for quality and performance.
• Calibrate scoring with Support Managers.
• Summarize trends and identify improvement areas.
• Report metrics for the QA team and track progress.
• Stay current with new training and process updates.
• Document bugs and system challenges as needed.

Conocimientos

Quality Assurance

Audits

Metrics reporting

Remote collaboration

Descripción del empleo

KMC Solutions is seeking a QA Analyst to review customer support interactions, score quality, and help calibrate the QA program. You will work with Support Managers to summarize trends and identify improvements at both individual and department levels.

You will collaborate with training to enhance curricula, lead remote cadence with external teams, and participate in various projects to strengthen the QA program.