QA Analyst (Customer Support & AI)

Our client is looking for a detail-oriented and tech-savvy contractual QA Analyst to join our team. In this role, you will be the driving force behind our agent quality assurance (QA) and continuous improvement initiatives. By leveraging AI-powered QA platforms and analysing interaction data, you will build targeted coaching programs, measure performance metrics, and advocate for process enhancements that directly improve our customer service delivery.

Responsibilities:

Key Responsibilities

• Develop AI-Driven Coaching: Leverage MaestroQA (Rippit) and its inbuilt AI functionalities to design, create, and implement targeted behavioural coaching interventions for customer-facing agents.
• Analyse Agent Performance: Generate and analyse comprehensive performance reports to identify top and bottom performers, translating raw QA data into actionable insights for leadership.
• Analyse Coaching Data: Generate and analyse comprehensive coaching reports to identify trends, recurring development opportunities, and coaching effectiveness, translating coaching data into actionable insights and recommendations for leadership.
• Track SLA Adoption: Monitor, measure, and report on Service Level Agreement (SLA) adoption and compliance across support teams to ensure consistent, high-quality service delivery.
• Drive Cross-Functional Alignment: Actively participate in workstream scrum calls, sharing data-backed recommendations to drive immediate behavioural and process improvements within agile teams.
• Champion Continuous Improvement: Proactively share innovative ideas and partner with cross functional teams to execute continuous improvement exercises that optimize QA workflows and elevate the overall client experience.
• Support QA Operations: Assist in collecting, consolidating, and evaluating customer interaction data to establish a baseline for service quality and identify emerging behavioural patterns.
• Close the Loop: Curate coaching keeping last month's improvement and gaps in mind to drive continuous improvement and closing the loop of feedback.

Requirements:

Qualifications & Skills

• Experience: Prior experience in Quality Assurance (QA), Customer Experience (CX), or a related analytical role (I2 Level / Developing Professional).
• Technical Proficiency: Hands-on experience with quality management platforms (such as MaestroQA / Rippit) and an aptitude for utilizing AI-assisted features for coaching and evaluation.
• Platform Knowledge: Working knowledge of customer support platforms such as Salesforce, Gong, NICE, or similar tools.
• Microsoft Office Skills: Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas, and data analysis), Microsoft Word, and PowerPoint.
• Analytical Mindset: Strong ability to track metrics, build performance reports, draw clear conclusions from qualitative and quantitative data and provide actionable insights.
• Communication: Excellent verbal and written communication skills, with the ability to confidently present findings and recommendations in scrum meetings and to workstream leadership.
• Agile Adaptability: Ability to thrive in a fast-paced environment, working on issues of moderate scope while driving solutions proactively.

Benefits: Bee Talent Solutions offers a competitive benefits package for eligible full-time employees, including medical, dental, and vision coverage. Additional details regarding eligibility and plan offerings will be provided during the interview and onboarding process.