Quality Assurance Analyst

CallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless support for our partners. Join our growing team and build your career with us!

We are looking for a Quality Assurance Analyst.

Quality Assessment: 

• Listens and evaluates the call performance of Technical Support Engineers and Customer Service Representatives through Live Call Monitoring or Call Recording.
• Monitors TSE’s and CSR’s Applied Job Knowledge, Customer Service, and Communication Skills by using the Quality Information System’s QA Rating Parameters.

Quality Analysis: 

• Evaluates at least 6 total Call Assessments per day from live calls, pending & default (according to this order of priority) in order to reach the average weekly quota of 30 assessments.
•  Creates the Weekly summary of the Quality Report of the Account to be included in the Report Card and submits it to the QA Supervisor.
• Validates all forms of Guest Appreciations for TSEs by reviewing calls as well as emails based on Kudos Guidelines and send final confirmation to President.
• Conducts Time Studies to further identify the Account and Individual Training Needs for good call performance upon request from Top Management.
• Participates in Quarterly Call Calibrations per account performed by the QA Supervisor and the QA Manager to determine any deviation from the standard process and ensure consistent scoring.
• Audits 30 tickets/chat/emails per week as a consistent spot check of the agents' case notes/ticket logs.

Quality Assurance: 

•  Ensures that the Quality Metrics and Standards for CallTek and or Account are met by giving real-time one-on-one and conference feedback to agents that will help develop and motivate individuals in meeting the standard quality and promote good customer service.
•  Facilitates Call Reviews with TSEs and CSRs (together with their TL and Supervisor) to point out the Strengths, Areas for Improvement and any concerns regarding their call performance.
•  Identifies the Training needs of the Team by submitting to Managers a summary and deliberation of assessments.
•  Meets up and gives recommendations with TLs/ Supervisors/ Account Manager regarding the General Feedback on identified loopholes in Best Practice Policies and Implementation.
•  Maintains the quality monitoring cycle: Live Call Monitoring, TSE feedback and Coaching, and Follow up on TSE Improvements.

Other Duties and Responsibilities

• Report any system issue immediately about the company infrastructure to IT.
• Maintains detailed and current knowledge of CTC’s and client’s services and policies by attending ongoing QA training sessions, and other professional development meetings, programs.
• Ensures to log-in on both DTR on time and checks company emails before and after shift.
• Attend monthly socializations and support company wide activities
• Maintains good conduct, ethics, and professional relations with colleagues and superiors.

Requirements

 
Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1-2 years of experience as a Quality Assurance Analyst/ Level 2 Technical Support Engineer.
• Strong understanding of software testing methodologies and tools.
• Experience with manual testing and familiarity with automated testing tools.
• Excellent problem-solving skills with a strong analytical mindset.
• Comfortable working in a fast-paced and dynamic environment.
• Strong verbal and written communication skills to articulate technical issues clearly.
• Technical knowledge of API testing, software, and networking concepts.
• Relevant certifications in Quality Assurance or Technical Support are a plus.
• Must be willing to work on-site and shifting schedule.

Benefits

• Free one meal a day
• Emergency Loan and Other Financial Assistance Program
• Free 24 Hours snacks and beverages
• Health Insurance
• Health Subsidy
• Interest-Based Clubs
• Retirement Plan/ Life Insurance
• Savings Plan
• Team Socialization Allowance
• Perfect Attendance Bonus
• Quarterly Perfect Attendance Bonus
• Year-End Performance Bonus Plan(Company discretion)
• And much more