XTN-264D786 | ZOOM: QA ANALYST

KMC Solutions Inc; United States; Remote; USD 5,700 - 9,500; Full time

Benefits offered by this job

Flexible workspaces

Exclusive discounts

Rewards and freebies

Monthly events

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality Assurance

Audits

Metrics reporting

Remote collaboration

Job description

The Purpose Driven Career Objectives of a QA Analyst

The Zoom Customer Support Operations team is looking for a Quality Analyst who can help review and score customer support interactions/cases to evaluate the quality and performance. This role will work with Support Managers to calibrate scoring, review, and provide a summary of overall team member trends. With the goal of identifying areas for improvement at the individual and department levels

To apply for a QA Analyst role, you are excellent at:

• Conduct weekly calibration audits and coach on deviations

• Review and score customer support interactions/case evaluating quality and performance

• Collaborate with the training team as needed to develop and improve their ongoing curriculum

• Establish and lead a remote cadence with your external team

• Participate in and complete a variety of projects that will improve the QA program

• Report and monitor metrics for your assigned QA team

• Stay up to date with new training and process updates

• Report and document bugs, support system or product challenges

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!