Senior Quality Assurance Specialist

2 tygodni temu


Bydgoszcz, Kujawsko-Pomorskie, Polska Relativity Pełny etat

**Job Overview**

The Relativity Quality Assurance team is responsible for ensuring the highest level of service quality in our customer support. As a Senior Quality Assurance Specialist, you will play a crucial role in maintaining and improving our QA processes.

This role requires strong analytical and problem-solving skills to identify areas for improvement and implement changes that drive customer satisfaction and operational efficiency.

  • Conduct regular audits of customer interactions to ensure compliance with quality standards.
  • Analyze data to identify trends and areas for process improvement.
  • Collaborate with cross-functional teams to implement changes and ensure seamless execution.

**Key Responsibilities:**

QA Evaluations: Conduct monthly quality reviews of customer interactions for technicians in Product Support as part of technician performance evaluation.

Agent & Team Feedback Loop: Assist in preparing coaching materials and agent feedback summaries to share identified knowledge gaps, skill deficiencies, and coaching opportunities.

Update QA Data and Reporting: Track and maintain QA reporting, analyzing trends in ticket accuracy, adherence, and efficiency.

Maintain QA Processes: Assist in the documentation of QA processes and updates to scorecards as needed.



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