Quality Assurance Analyst

Job Description

Quality Assurance (QA) plays a critical role in ensuring that issue handling and services meet quality standards and customer expectations. By establishing and maintaining quality processes, conducting rigorous assessment and inspections, and driving continuous improvement initiatives, they contribute to the organization's reputation for delivering high-quality solutions and services.

Responsibilities and Duties

  • Ticket Analysis and Review: Reviewing and analyzing tickets or reported issues to understand their nature and severity.
  • Quality Assessment: Evaluating issue handling or services to ensure they meet quality standards and specifications.
  • Identification of Trends and Patterns: Identifying recurring issues or patterns in quality issues to address root causes and prevent future occurrences.
  • Coaching and Training: Providing guidance and training to team members to improve their understanding and execution of quality standards and processes.
  • Metrics and Reporting: Collecting data and generating reports on quality metrics such as defect rates, resolution times, and customer satisfaction scores to track performance and identify areas for improvement.
  • Collaboration and Communication: Working closely with other teams such as shift leads, process analysts, and tech hub engineers to address quality concerns and ensure alignment on quality goals.
  • Continuous Improvement: Implementing strategies and initiatives to continuously enhance the quality of services through process improvements, technology upgrades, or skill development.
  • Customer Satisfaction Focus: Ensuring that quality efforts are ultimately aimed at improving customer satisfaction by delivering services that meet or exceed their expectations.

Qualifications

  • Holder of a relevant degree or certificate from an accredited institution.
  • At least 2 years’ experience as Quality Assurance Analyst or equivalent role in a Service Desk environment.
  • Proven experience in quality assurance, preferably in a service provider environment.
  • Strong knowledge of quality management principles, methodologies, and tools.
  • Experience with quality assurance assessment techniques and methodologies.
  • Excellent analytical and problem-solving skills.
  • Strong attention to detail and commitment to quality.
  • Excellent communication and interpersonal skills.
  • Proficiency in quality assurance software and tools.
  • Certification in quality management (e.g., Six Sigma, Lean, ISO) is a plus.

*** To expedite the process of your application, have your government ID's ready.


Additional information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.


Company description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

Our IT function partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients. We strive to be a leading-edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution, and delivery of first-class services.

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