Senior Executive

As a Quality Assurance Senior Analyst, you’ll review work completed within business units to ensure it meets the requirements, is accurate and consistent with quality standards. We’ll count on you to use defined guidelines to determine if the work was completed correctly. In addition, you’ll use judgement to determine trends that may indicate broader issues and decide next steps to communicate or escalate observations. Work at this level requires broad understanding of issues and concepts, curiosity, critical thinking, and drive for results. While some inquiries are routine, many are complex and require a thoughtful, yet analytic approach. Ensuring an exceptional quality review process, while contributing to individual and team performance expectations through your valuable insights and actionable recommendations, are keys to success in this role. Business units and stakeholders will count on you for accurate assessments and guidance. For your co-workers, you can be a technical expert and problem-solver to support business units throughout the enterprise.

Key Responsibilities:

• Independently monitors workflow to ensure service standards are met for assigned product(s) and/or business unit customers. May provide guidance on the quality evaluations of less senior quality assurance staff.
• Proactively consults with management and associates to understand business goals, objectives, strategies, and determine reasons for quality and service gaps (interpersonal relationships, associates and customer awareness, career development and training, recognition, processes and procedures)
• Conducts quality reviews by analyzing and interpreting documentation against procedures. May conduct re-reviews for the purpose of assessing skill adequacy results of quality assurance peers. Researches and recommends workable solutions to quality issues and improvement needs. Provides feedback to managers and associates on improvement opportunities.
• Recommends, develops, and presents technical and procedural information based upon evaluation results and ongoing needs assessments.
• Coordinates the internal reporting of quality, quantity, workflow, and performance information from QA team. Collects, verifies, and prepares the daily and weekly quality reports of items processed and pending within the specified standards. Works closely with other teams to share best practices; assists other teams in their absence.
• Participates in new hire training programs as a technical resource. Provides ongoing feedback regarding adherence to standards and communicates associate's progress to the appropriate supervisor/team leader/manager.
• Provides input to QA management to improve workflow standards and to support establishment of time service and quality standards and procedures.
• Analyzes and documents new policies, procedures, and/or practices as they may relate to administrative, procedural and/or retraining requirements.
• Participates in special assignments and projects including, but not limited to, statistical compilation and analysis.
• Identify trends and/or training needs and make recommendations to management team(s) as required.
• Remain constantly updated on any changes regarding processes and procedures.

• Communication skills (English) –Should be able to speak, read, interpret business documents & write business emails – CEF B2 8 and above
• Escalate issues if required
• Teamwork/ Managing Self / Adaptability
• Ability to work successfully in a production driven environment.
• Adaptability to change
• Ability to work on routine/standardized transactions
• Problem solving skills, able to identify and analyze and resolve customer/agent queries
• Ability to make decisions such as the application of coverage’s, assignments, and work priorities