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Quality Assurance Associate

Quality Assurance Associate

AloricaEgypt
20 days ago
Job description

JOB SUMMARY

Performs paraprofessional work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision.

JOB RESPONSIBILITIES

  • Required to assist with Operations duties such as supporting inbound / outbound calls, chats, email and / or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.
  • Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound / outbound calls, chats, email and / or video as it relates to the current program in order to meet client requirements and / or ensure proper skill development.
  • Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account / program groups
  • Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues
  • Provides documentation of corrective action taken related to system and application technical modification
  • Manages user and group privileges, definition of users and groups, analysis of users / groups hierarchies
  • Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules
  • Creates customized queries for end-user support
  • Provides problem analysis and resolution in support of existing applications and projects
  • Administers timekeeping functions via Alorica’s time reporting system

OTHER RELATED DUTIES

  • Assists IT department in quality monitoring problem resolution
  • Assists Quality Management Services group in developing / reviewing test plans, relative to new implementations of voice recording and quality monitoring systems
  • JOB REQUIREMENTS

    Minimum Education and Experience :

  • Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor’s degree preferred)
  • Significant experience in quality monitoring
  • Exposure to telephony concepts and voice recording workflow (preferred)
  • Knowledge, Skills and Abilities :

  • High-level understanding of voice recording technologies
  • Clear understanding of agent administration in CMS
  • Strong written and oral communication skills
  • Strong analytical skills
  • Familiarity of Alorica IT Business Processes
  • Work Environment :

  • Work is performed in a climate-controlled call center environment.
  • Occasional exposure to dust, electricity, and extreme temperatures
  • Physical Demands :

  • Occasional lifting, bending, sitting, and stooping
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    Quality Assurance • Egypt