Quality Assurance Analyst

Overview

Global Talent Acquisition @Bybit | Web 3.0 | Ex-Shopee | Ex-Tencent

This position is open to candidates based in any EU country.

Job Title : Quality Assurance Analyst

Job Description :

• Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
• Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
• Analyze reports to identify trends and recurring issues or areas to improve or value-add.
• Ensure standardizing of the internal QA monitoring system, metrics / rubrics and proactively identify new ways to improve overall QA work.
• Implement QA strategy with scalable processes / systems that efficiently monitor the accuracy and status of overall team performance.
• Assist in developing and revamping SOPs and frameworks, including conducting regular calibration to ensure consistency and accuracy.
• Collaborate and coordinate with different departments such as Operations, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness.
• Keep abreast with latest updates of the industry and product information, including emerging user concerns in order to update evaluation criteria.

Requirements :

Details

Note : This description excludes boilerplate and site notices. It focuses on responsibilities and qualifications relevant to the Quality Assurance Analyst role.

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