Job Title

The Quality Assurance (QA) Analyst is essential in upholding and enhancing the quality standards within our organization. This role involves monitoring and evaluating both inbound and outbound calls, as well as email communications, to assess Engineers' technical proficiency, customer service, and compliance with company policies. The QA Analyst will contribute to the continuous improvement of processes, provide data-driven insights, and play a pivotal role in enhancing the overall customer experience. Responsibilities • Design and Implement Quality Standards: Develop and refine call monitoring formats and quality standards to align with evolving customer expectations and business objectives. • Data-Driven Insights: Conduct regular call monitoring and provide trend analysis, identifying patterns and opportunities for improvement at both the individual and team levels. • Performance Tracking: Utilize a quality monitoring data management system to compile, track, and report on key performance indicators (KPIs) across the organization. • Customer Communication Monitoring: Evaluate customer email responses and ensure they meet quality standards, contributing to a consistent and exceptional customer experience. • Feedback and Coaching: Deliver actionable feedback to Engineers, Team Leaders, and Managers, supporting their development and fostering a culture of continuous improvement. • Call Calibration Sessions: Coordinate and facilitate regular calibration sessions with Team Technical Leads (TTLs) to ensure consistent evaluation criteria and alignment across teams. • Quality Reporting: Prepare and analyse comprehensive quality reports, providing management with insights into performance trends and areas for improvement. • Cross-Functional Collaboration: Work closely with cross-functional teams, including Training, Operations, and Customer Experience, to ensure quality initiatives are effectively implemented. • Customer Journey Enhancement: Contribute to the design and implementation of initiatives aimed at improving the overall customer journey, based on quality assurance findings. • Technology Utilization: Leverage the latest quality assurance tools and technologies to optimize monitoring processes, enhance data accuracy, and improve overall efficiency. • Continuous Learning and Development: Stay up to date with industry trends, best practices, and emerging technologies in quality assurance, and recommend their integration into existing processes. • Compliance Monitoring: Ensure that all quality assurance activities comply with regulatory requirements and industry standards. • Process Improvement: Identify and recommend process improvements, driving efficiency and enhancing the quality-of-service delivery. • Customer Feedback Integration: Incorporate customer feedback and satisfaction data into quality assessments, driving a customer-centric approach to quality assurance. • Crisis Management: Participate in crisis management efforts by ensuring that communication during high-pressure situations meets the highest quality standards. Our Culture and You What does the day in life look like for the Quality Assurance (QA) Analyst? You come to work each day in an environment that promotes a community of collaboration and engagement. You work closely with a passionate and positive leadership team that is invested in your success. We work hard and have fun while dreaming big. Our employees have indicated that at IT by Design they will find a home where their passion and career goals finally intersect for them to live a life full of purpose.