Quality Analyst - Hybrid

Job Duties:

●    Ensure that the end product meets the minimum quality standards, is fully functional and user-friendly.
●    Develop and execute test plans to ensure that all objectives are met.
●    Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product.
●    Identify and remedy defects within the production process.
●    Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
●    Compile and analyze statistical data.
●    Ensure that user expectations are met during the testing process.
●    Draft quality assurance policies and procedures.
●    Investigate customer complaints and product issues.
●    Ensure ongoing compliance with quality and industry regulatory requirements.
●    Write automation scripts to improve the quality and timeliness of testing
●    Create logs to document testing phases and defects
●    Communicate bugs, errors and status to development, QA and management teams in a clear and timely manner
●    Work with the Project Management and Business Analyst team to make sure requirements are tested and defects are logged and re-tested to closure
●    Conduct post-release/ post-implementation testing
●    Work with cross-functional teams to ensure quality throughout the software development lifecycle
●    Analysis and editing, KRA, conducting quality audits, Dip checks, feedback sessions, Calibration, live barge, providing training to agents on quality parameters, publishing the quality report and, RCA As KPI,
●    Process contribution by achieving my targets and making sure that advisors are doing whatever the client & business has settled to achieve.
●    Providing quality assurance expertise to teams and independently handling the entire flow of feedback mechanism.
●    Analyzing Calls taken by Agents through Call Evaluations with a High degree of Accuracy and giving feedback to the agents.
●    Handling calibration calls with Clients, external teams, and in internal processes.
●    Handling refresher training sessions on product & soft skills for the agents to ensure perfection.
●    Conducting Collective & Individual Quality Feedback Sessions for Agents on Areas of Improvement. Handling Briefings, Dipsticks & Quality Sessions of the Team
●    Monitor inbound & outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to University policies and procedures.
●    Assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials.
●    Participates in the design of call monitoring formats and quality standards.
●    Performs call and email monitoring and provides trend data to the management team.
●    Uses quality monitoring data management system to compile and track performance at team and individual levels.

Requirements:

●    A bachelor's degree in computer science, information systems or a related field.
●    Experience in quality inspection, auditing, and testing.
●    2 years of experience working in QA testing automation and development is a plus
●    Solid experience with QA automation tools (Selenium preferred)
●    Experience with SQL Databases, queries, and Database integration
●    Experience with Agile
●    Experience with a bug tracking software like Jira, TFS, or Azure DevOps
●    Financial Services experience  
●    API testing experience