Quality Assurance Analyst

Wing is a local fast-growing startup telecommunications company headquartered in New York and currently seeking the right candidate for Quality Assurance Analyst position. The selected applicant will be joining our dynamic team consisting of people from the Philippines, the United States, Canada, and Argentina, where you will be responsible for establishing department and agent metrics and KPIs and making sure data are updated on a regular basis, essentially helping the company to achieve its objectives.


Responsibilities:
- Establish formal QA processes, ensuring that the department is using industry-accepted best practices.
- Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and improving and developing new processes to ensure quality goals are met.
- Act as a key point of contact for all QA matters and provide support in ensuring the department operates toward its goals.
- Regularly update databases based on QA audits conducted.
- Conduct QA audits on a regular basis and monitor all operations that affect quality
- Report all subpar QA results to department manager to ensure immediate action
- Facilitate proactive solutions by collecting and analyzing quality data
- Review current standards and policies, propose and implement improvements as needed
- Keep records of quality reports, statistical reviews and relevant documentation
- Keep the deputy manager updated on the team and agents’ performance based on QA audits and data, and provides structured and timely recommendations either verbally or in writing
- Conduct training and coaching sessions on quality policies and procedures from time to time and when necessary to ensure agents meet quality standards


Requirements:
- A minimum of 1 year experience as a quality assurance manager/lead or relevant role
- Experience working remotely
- Willing to work on graveyard hours and on weekends (Eastern Time)
- Strong knowledge of telecom industry processes and regulations preferred, but not required
- Outstanding communication and interpersonal abilities
- An analytical mindset with excellent organizational skill
- Ability to come up with efficient and strategic processes
- Strong critical thinking skills and has good retention of information
- Strong attention to details, documentation, presentation, and processes building skills
- Extensive experience on using Excel, GSheet and similar tool in building databases
- Strong command of the English language in both written and spoken


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