We are looking for a detail-oriented and analytical QA Analyst to join our BPO (Business Process Outsourcing) team. The QA Analyst will be responsible for monitoring, evaluating, and improving the quality of customer interactions, ensuring compliance with company standards and client expectations. The ideal candidate should possess excellent analytical, communication, and problem-solving skills to drive continuous improvement.
Key Responsibilities:
- Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with quality standards.
- Provide constructive feedback to agents and team leaders to enhance performance and customer satisfaction.
- Develop and update quality assurance guidelines, scorecards, and evaluation forms.
- Collaborate with training and operations teams to identify areas for improvement and recommend training programs.
- Conduct calibration sessions with stakeholders to maintain consistency in quality assessments.
- Generate and analyze reports on quality trends, agent performance, and customer experience insights.
- Identify process gaps and propose solutions to enhance efficiency and service quality.
- Stay up to date with client expectations, industry best practices, and regulatory requirements.
- Assist in creating and implementing quality improvement initiatives.
- Handle special audits and investigations as required by management.
Requirements:
- Education: Bachelor's degree or equivalent experience preferred.
- Experience: Minimum of 2-3 years in a QA role within a BPO environment.
- Strong knowledge of quality assurance methodologies, call monitoring, and evaluation techniques.
- Proficiency in using QA tools, reporting software, and Microsoft Office Suite.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Attention to detail and ability to identify patterns and trends in data.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Flexibility to work in rotational shifts if required.
Preferred Qualifications:
- Experience in handling voice, chat, and email quality monitoring.
- Certification in quality assurance or Six Sigma methodologies is a plus.
- Familiarity with CRM systems and customer service best practices
About 1840 & Company
1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.
Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.
We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.
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What We Do
Welcome to 1840 & Company. We are changing the way companies hire, manage, and grow their workforce. Our mission is leading the future of work towards a more flexible, inclusive, and efficient global job market, enabling businesses worldwide to overcome staffing and skills challenges with ease and efficiency. As a global leader in business process outsourcing (BPO) and staff augmentation, we offer comprehensive solutions that span from Recruitment Process Outsourcing (RPO) to global compliance and payroll services. Our approach reduces traditional hiring costs by up to 70%, offering a scalable, cost-effective solution for businesses at any growth stage. At the core of our strategy is an advanced AI-driven talent matching system, part of our 1840 Global Talent Cloud, which ensures quick and precise placement of vetted professionals in over 150 countries. This unique capability allows us to provide quality staffing solutions rapidly, addressing the dynamic needs of today's businesses. 1840 & Company is more than just a BPO provider; we are a strategic partner committed to adding value and enhancing productivity. By managing the complexities of international staffing and operations, we enable our clients to focus on their core missions with the confidence that their outsourcing needs are in expert hands. Visit our website at www.1840andco.com to learn more and request a free consultation on scaling your company's growth with global remote talent.
