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● Ensure that the end product meets the minimum quality standards, is fully functional and user-friendly.
● Develop and execute test plans to ensure that all objectives are met.
● Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product.
● Identify and remedy defects within the production process.
● Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
● Compile and analyze statistical data.
● Ensure that user expectations are met during the testing process.
● Draft quality assurance policies and procedures.
● Investigate customer complaints and product issues.
● Ensure ongoing compliance with quality and industry regulatory requirements.
● Write automation scripts to improve the quality and timeliness of testing
● Create logs to document testing phases and defects
● Communicate bugs, errors and status to development, QA and management teams in a clear and timely manner
● Work with the Project Management and Business Analyst team to make sure requirements are tested and defects are logged and re-tested to closure
● Conduct post-release/ post-implementation testing
● Work with cross-functional teams to ensure quality throughout the software development lifecycle
● Analysis and editing, KRA, conducting quality audits, Dip checks, feedback sessions, Calibration, live barge, providing training to agents on quality parameters, publishing the quality report and, RCA As KPI,
● Process contribution by achieving my targets and making sure that advisors are doing whatever the client & business has settled to achieve.
● Providing quality assurance expertise to teams and independently handling the entire flow of feedback mechanism.
● Analyzing Calls taken by Agents through Call Evaluations with a High degree of Accuracy and giving feedback to the agents.
● Handling calibration calls with Clients, external teams, and in internal processes.
● Handling refresher training sessions on product & soft skills for the agents to ensure perfection.
● Conducting Collective & Individual Quality Feedback Sessions for Agents on Areas of Improvement. Handling Briefings, Dipsticks & Quality Sessions of the Team
● Monitor inbound & outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to University policies and procedures.
● Assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials.
● Participates in the design of call monitoring formats and quality standards.
● Performs call and email monitoring and provides trend data to the management team.
● Uses quality monitoring data management system to compile and track performance at team and individual levels.
Quality Analyst - Hybrid
TFOB – Lynk.
- Kingston and St. Andrew / St. Catherine / St. James
- Not disclosed
- Not disclosed
- Updated 21/03/2023
The incumbent will be expected to develop and support the planning, design, and execution of test plans, test scripts, and process plans for projects.
Testing the components and overall functionality of products and services to diagnose any loopholes that sacrifice the expectations of the consumer. The incumbent will be expected to develop and support the planning, design, and execution of test plans, test scripts, and process plans for projects. The incumbent will work closely with various departments to perform and validate test cases based on quality requirements and recommend changes to predetermined quality guidelines.
Job Duties:
● Ensure that the end product meets the minimum quality standards, is fully functional and user-friendly.
● Develop and execute test plans to ensure that all objectives are met.
● Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product.
● Identify and remedy defects within the production process.
● Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
● Compile and analyze statistical data.
● Ensure that user expectations are met during the testing process.
● Draft quality assurance policies and procedures.
● Investigate customer complaints and product issues.
● Ensure ongoing compliance with quality and industry regulatory requirements.
● Write automation scripts to improve the quality and timeliness of testing
● Create logs to document testing phases and defects
● Communicate bugs, errors and status to development, QA and management teams in a clear and timely manner
● Work with the Project Management and Business Analyst team to make sure requirements are tested and defects are logged and re-tested to closure
● Conduct post-release/ post-implementation testing
● Work with cross-functional teams to ensure quality throughout the software development lifecycle
● Analysis and editing, KRA, conducting quality audits, Dip checks, feedback sessions, Calibration, live barge, providing training to agents on quality parameters, publishing the quality report and, RCA As KPI,
● Process contribution by achieving my targets and making sure that advisors are doing whatever the client & business has settled to achieve.
● Providing quality assurance expertise to teams and independently handling the entire flow of feedback mechanism.
● Analyzing Calls taken by Agents through Call Evaluations with a High degree of Accuracy and giving feedback to the agents.
● Handling calibration calls with Clients, external teams, and in internal processes.
● Handling refresher training sessions on product & soft skills for the agents to ensure perfection.
● Conducting Collective & Individual Quality Feedback Sessions for Agents on Areas of Improvement. Handling Briefings, Dipsticks & Quality Sessions of the Team
● Monitor inbound & outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to University policies and procedures.
● Assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials.
● Participates in the design of call monitoring formats and quality standards.
● Performs call and email monitoring and provides trend data to the management team.
● Uses quality monitoring data management system to compile and track performance at team and individual levels.
Requirements:
● A bachelor's degree in computer science, information systems or a related field.
● Experience in quality inspection, auditing, and testing.
● 2 years of experience working in QA testing automation and development is a plus
● Solid experience with QA automation tools (Selenium preferred)
● Experience with SQL Databases, queries, and Database integration
● Experience with Agile
● Experience with a bug tracking software like Jira, TFS, or Azure DevOps
● Financial Services experience
● API testing experience
● Experience in quality inspection, auditing, and testing.
● 2 years of experience working in QA testing automation and development is a plus
● Solid experience with QA automation tools (Selenium preferred)
● Experience with SQL Databases, queries, and Database integration
● Experience with Agile
● Experience with a bug tracking software like Jira, TFS, or Azure DevOps
● Financial Services experience
● API testing experience
Ref: Quality Analyst - Remote CCCCC