QA Analyst with BPO experience

About the role

As a QA Analyst, you will help make sure our services meet the highest quality standards. You will plan, run and evaluate tests, identify improvement opportunities, and work closely with operational teams to put them into action, from the earliest stages of a service through day-to-day delivery.

What you will do

Plan and run tests

• Develop detailed test plans, including test cases, scenarios and acceptance criteria.
• Run functional, performance, usability and other tests to assess service quality.
• Take part in requirements reviews to build quality in from the start.

Report and follow up

• Document test results and produce clear quality reports.
• Report and track improvement points, working with operational teams until they are resolved.
• Communicate test results clearly and concisely.

Drive continuous improvement

• Identify areas for improvement in customer service processes, and propose and implement solutions.
• Work with other departments to solve complex problems and keep information flowing smoothly.
• Take part in the training and development sessions offered by the company.
• Meet the performance indicators (KPIs) of the role and keep company information confidential and secure.

Who you will work with

• Agents, Team Leaders and Team Managers
• HR
• The client

What we are looking for

Education

• Bachelor’s degree in Systems Engineering, Computer Science or a related field.
• Postgraduate studies are desirable.

Experience

• At least 1 year of experience.
• Experience in data analysis.
• Experience in the BPO and/or call center industry.

Tools and knowledge (intermediate level unless noted)

• CRM tools: Salesforce, Playvox, Hurrier.
• Test management tools: Jira, TestRail.
• Testing methodologies: Agile, Waterfall.
• SQL.
• Programming languages for test automation.
• Google Workspace (Drive, Slides, Forms, Docs, Sheets, Calendar).
• Microsoft Office (PowerPoint, Word, Excel).
• English: basic.

Skills and competencies

• Strong ability to spot errors and omissions, with great attention to detail and accuracy.
• Analytical skills to find problems in tools or data and propose solutions.
• Good decision-making under pressure and tolerance for frustration.
• Adaptability to a dynamic environment with changing priorities.
• Organization and planning: handling multiple tasks and meeting tight deadlines.
• Proactivity and a quality-first mindset.
• Positive, empathetic, customer-oriented attitude and a strong work ethic.
• Availability to work rotating shifts.

Job Types: Full-time, Contract

Pay: 1,100.00€ - 1,150.00€ per month

Work Location: Remote