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Junior Quality Assurance Specialist

3 weeks ago

Leixlip, Co Kildare, Ireland beBeeQuality Full time €40,000 - €55,000

Job Title: Junior Quality Assurance Professional

This is an exciting opportunity to work in a dynamic environment focused on quality performance. As a Junior Quality Assurance Analyst, you will be responsible for ensuring the overall quality of operations by promoting simplified and streamlined issue handling.

You will be accountable for achieving both external and internal quality metrics, focusing on efficiency, continuous improvement in customer satisfaction.

Duties and Responsibilities:

  • Complete daily quality reviews and appeal reviews
  • Deliver quality feedback to colleagues after completing quality sample and appeal reviews
  • Implement actions for individuals and/or teams to maintain or improve service level agreements (SLA) performance
  • Participate in daily meetings with team leads and analysts to support product development
  • Conduct root cause analysis of quality errors and provide corrective solutions to team leaders
  • Identify risks to quality SLAs and report to team leaders in a timely manner
  • Identify quality trends for markets/agents supported and develop corrective solutions
  • Report bugs and continuously check if bugs have been resolved
  • Work with colleagues to ensure enough grey area cases are reported
  • Hold regular catch-ups with subject matter experts and training teams to assess current new hire training and identify if amendments are required
  • Develop process knowledge tests weekly or monthly and use results to conduct team refresher training or individual feedback
  • Conduct internal and external calibration exercises to ensure alignment within the team and with vendors
  • Contribute to innovation by submitting new ideas or process improvements
  • Support additional workflow requests from clients

Required Skills and Qualifications:

  • Fluency in French and English is essential for this role
  • Previous experience as a Quality Analyst or informal career path in a QA team is desirable
  • Experience working in a customer-focused environment
  • Able to effectively and accurately communicate feedback
  • Able to impart positive and negative feedback in one-to-one and group forums
  • Excellent verbal and written communication skills
  • Excellent technical aptitude, including fluency in Excel reporting
  • Proven ability to consistently meet or exceed performance-related targets
  • Strong analytical skills
  • High attention to detail
  • Positive can-do attitude

Competencies:

  • Solutions Oriented
  • Initiative
  • Collaboration
  • Organizational Commitment
  • Customer Focus
  • Analysis and Attention to Detail
  • Resilience and Adaptability
  • Creativity and Innovation