Quality Assurance Analyst

Responsible for: Monitoring agent transactions to evaluate performance and ensure consistent alignment with established quality standards and compliance regulations.

Main Activities and Responsibilities

Monitor agent transactions ● Conduct transaction monitoring or chat audits based on monitoring guidelines ● Analyze and evaluate as per client requirement ● Identify areas of strength and opportunity of each agent ● Provide feedback and areas for improvement

Prepare reports and provide support to program management ● Prepare chat observation report, agent quality monitoring report, client updates and other reports/documents as needed ● Attend and participate in internal and external client calibration sessions regularly or as scheduled ● Compile and provide recommendations to QA Manager to improve messaging quality

Occasionally handle chats when needed ● Effectively control the speed of the chat to ensure accuracy ● Meet all set KPIs as required by ProbeCX and the client

Other ● Provide assistance in agent training and development ● Complete tasks delegated/assigned by the QA Manager ● Perform other reasonable duties as required Core Competencies: