Quality Analyst

The
**Quality Analyst** is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy
- and/or external systems.
**Core Responsibilities**:
- Conducts audit per agent on a daily basis
- Submits End of Shift Report
- Attends the Weekly Business Review with Campaign TL/OM/Client
- Holds calibration sessions with the assigned team/campaign
- Conducts side by side monitoring
- Performs coaching sessions with agent/s and TL
- Submits weekly and monthly quality reports
- Identify any potential quality issues per defined process and escalate quality issues immediately to management
- Isolate and report defects; verify defect fixes
- Other duties as assigned - it is under...