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Hi
I am Parasmoni Boro, in the process of identifying excellent employee for our client's needs. Please review the requirement that I have posted below & let me know if you would like us to present your resume.
Job Title: Quality Assurance Analyst
Duration: Full time Permanent
Location: Carrollton, TX 75007
Job description:
Who are we looking for?
Quality Assurance analyst with an eye for detail in identifying defects and errors negatively impacting customer experience. Should be proficient in initiating quality improvement plan and provide RCA on escalated transactions. Track performance on critical quality parameters and contribute to updating of knowledge base as appropriate.
Skills:
3-5 years Quality Assurance on a Help Desk
Monitor service desk contacts quality assurance, including telephone etiquette, accuracy, and appropriate documentation
Conduct certifications for new hires
Flag agents/process that are potential risk to quality
Provide feedback and coaching on quality
Identify top defects and provide inputs to training
Initiate Quality improvement plan
RCA on escalations defects
Contribute to updating the knowledgebase
Track performance on critical to quality parameters
Maintain and update Quality legend to capture the voice of the customer
Conduct QRL sessions
Strong technical knowledge of current technologies like VPN, Windows operating system, COTS applications etc.
Must have knowledge of retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc.
Experience with quality assurance, QA, help desk, help desk support.
Behavioral Skills:
Ability to work with team members with 100% co-ordination.
Ability to adopt change and shape as per technology along with change in project.
Outstanding organizational and time management skills
Ability to multitask and prioritize daily workload
Positive attitude with good communication
Highly motivated and self-learner
Certification:
Any Graduate
Preferably A+ Certified
Experience:
Help desk: 5 years (Required)
Quality assurance: 3 years (Required)
InfiCare Technologies
