QA Analyst - Digital

Job Summary

A company is looking for a QA Analyst (Digital) to ensure high-quality service through quality assurance monitoring of digital communications.

Key Responsibilities

• Review and assess the quality of service delivery team members' performance using digital communication tools
• Identify training needs and provide actionable feedback to leadership and management
• Compile QA assessments and document results while maintaining compliance with regulatory standards

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 3+ years of experience with IVR systems and contact center solutions, preferably Genesys Cloud or similar
• 2+ years in automation solution design and implementation
• 3+ years of experience in system performance analysis and root cause identification
• Certification in contact center applications or relevant automation technology is a plus