[Hiring] QA Analyst @TekWissen

Role Description

The QA Analyst is responsible for overseeing the quality assurance program to ensure that BPO contact sites meet company standards and the Net Promoter Score (NPS) goals assigned by client leadership. This role involves monitoring, evaluating, and improving contact center performance through data-driven insights, coaching, and process enhancements.

The QA Analyst works closely with the Global QA Manager and client operations, training, and leadership teams to drive continuous improvement for the BPO contact sites, enhance vendor results, and maintain compliance. This position is to create a special liaison between us (client) and the vendors.

Contract(s) vendor will hire for the position with client guidance during the interview process. Potential applicants will be considered from external applicants.

Responsibilities

• Develop, implement, and maintain quality management systems in compliance with company standards and organizational values.
• Lead quality assurance and quality control activities across BPO vendor sites.
• Establish and monitor key quality metrics to ensure product and process compliance.
• Conduct internal audits and coordinate external audits with regulatory bodies and vendors.
• Participate in vendor improvement meetings/discussions.
• Drive continuous improvement initiatives to enhance product quality, reduce defects, and improve customer satisfaction.
• Manage non-conformance reports, root cause analysis, and corrective/preventive actions (CAPA).
• Collaborate with cross-functional teams to ensure quality requirements are integrated into contact center policies/training documentation.
• Provide training and guidance to staff on quality standards, procedures, and best practices.
• May be asked to investigate potential recurring issues and incompatibilities.
• Maintain documentation and records related to quality processes and certifications.

Qualifications

• High School education or equivalent (other geographies) India & Philippines (diploma degree).
• Proven track record of leading quality teams and implementing quality systems.
• Experience with problem-solving approaches such as Eight Disciplines (8D) or 5-Why Root-Cause Analysis, or other relevant quality standards.

Requirements

• Minimum of 5–7 years of experience in quality/leadership role(s) within the customer service industry. (contact center preferred)
• Strong analytical and problem-solving skills.
• Excellent communication and leadership abilities.
• Proficiency in quality management software and tools.
• Ability to work collaboratively across departments.
• Strong customer service orientation with a focus on quality/soft skills Minimum C1 Proficiency in English.
• Excellent communication skills, both written and verbal in supported language(s).
• Familiarity and experience with computer operation, with emphasis on the Mac OS and Windows Environment.
• Ability to multitask in multiple applications.
• Ability to perform professionally in a high stress environment.
• Ability to be self-motivated and work under minimal supervision.
• Be detail-oriented, organized, dependable, and a team player.
• Able to accept constructive feedback (coachable).
• A continuous improvement focused on professional development.
• Strong problem-solving abilities.
• Experience with Microsoft Office tools. (Excel, Word, PowerPoint).

Company Description

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients worldwide. Our client Limited is an oilfield services company and has more than 140 nationalities working in more than 120 countries. This Client has four principal executive offices located in Paris, Houston, London and The Hague. This Client is the world's largest offshore drilling company.