About the Role
About the Role
The QA Analyst is responsible for monitoring quality performance across voice and non-voice channels, identifying gaps, and conducting Root Cause Analysis to improve overall service delivery.
Key Responsibilities
Perform quality audits for voice and non-voice interactions
Conduct Root Cause Analysis (RCA) to identify recurring issues
Document findings and provide actionable insights
Support quality improvement initiatives within the BPO setup
Must-Have Qualifications
College graduate of CEC, IT, or any tech-related course
At least 1 year of QA experience in a BPO setup
Hands-on experience in Root Cause Analysis
Experience handling a blended account (voice & non-voice)
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The QA Analyst is responsible for monitoring quality performance across voice and non-voice channels, identifying gaps, and conducting Root Cause Analysis to improve overall service delivery.
Key Responsibilities
Perform quality audits for voice and non-voice interactions
Conduct Root Cause Analysis (RCA) to identify recurring issues
Document findings and provide actionable insights
Support quality improvement initiatives within the BPO setup
Must-Have Qualifications
College graduate of CEC, IT, or any tech-related course
At least 1 year of QA experience in a BPO setup
Hands-on experience in Root Cause Analysis
Experience handling a blended account (voice & non-voice)
Show more Show less
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