Quality Assurance Analyst
Sary, Egypt

JOB DESCRIPTION Quality Assurance Analyst (QA)

(Strategy of Prevention) QA is focused on planning, documenting and agreeing on a set of guidelines that are necessary to assure quality, as the QA will audit processes and flow of communication from and to care department to internal and external stakeholders. And will document all workflows, charts and events that are related to care department. Prepare Sary to obtain ISO standards by implement ISO requirements

• Participates in design of call, chat monitoring formats and quality standards
• Design, develop and execute automation scripts
• Develop and apply testing processes for new and existing services to meet client needs
• Uses quality monitoring data to compile and track performance at team and individual level.
• Design amp; develop quality assurance standards and company processes
• Prepare company to obtain different ISO certificate
• Provides actionable data to various internal support groups as needed.
• Provides feedback to call center team leaders and managers.
• Create reports documenting errors and issues for fixing
• Perform other duties as assigned

KPI of QA Analyst

1. Number of processes documented and developed on quarterly basis
2. Number of quality certificate obtain annually
3. Number of changes and improvement to all communicated scripts with externally and internally
4. The renewal on quality certificate periodically
5. Number of checks made around care processes and standard on monthly basis
6. Timely reports overall care QA status and challenges comes with it

Requirements

• Bachelor's degree in Business Administration or a related field.
• 2 to 4 years of experience in Quality Assurance, with a solid understanding of QA principles.
• Proficiency in creating SOPs (Standard Operating Procedures) and familiarity with workflows and policies.
• Background knowledge in customer care management.
• Excellent communication skills and the ability to collaborate effectively across teams.
• Lean Six Sigma certification is a plus.
• Preferably familiar with Compliance practices.

Job Rewards and Benefits