Incident Management - Quality Assurance Analyst - Senior

We are looking for a Senior Quality Assurance Analyst who is effectively responsible for executing quality control procedures across various functions, including auditing tickets from the Incident Management department. This role involves overseeing all day-to-day efforts of documenting errors found, providing constructive feedback to agents, creating and following up on coaching procedures, and analyzing findings and standard deviations to improve the customer experience and reduce errors and rework for these functions.
What you’ll do

• Execute the quality control procedure according to the quality framework defined for this business

• Assist, coach and provide feedback to improve and avoid any procedural and legislative errors or breaches which may have adverse effects towards the company as a whole. 

• Provide support to Client Experience (CX) Agent in relation to all processes. 

• Document errors found and act upon these findings to have a positive impact on customer experience in conjunction with the Ops leader based on CSAT or other operative metrics

• Identify gaps in the overall operative process to proactively report them to the BU + training in order to strengthen the documentation

• Provide feedback and/or coaching to stakeholders leveraging available resources to close gaps found and following the documentation requirements to sustain internal audits by regulators (where applicable)

• Analyze findings and trends and the root cause of the standard deviations found and CSAT from the business supported

• Focus efforts in improving customer experience by reducing errors and rework 

• Take ownership of escalations/special requests to ensure all complaints or disputes are resolved in a timely manner.

What minimum experience you must have to be eligible:

• +1 year of experience working with service now, the lifecycle of an incident and the flow of a ticket (overall process).

• +1 year of experience with ticket management.

• Bilingual English B2+ level, Spoken and written.

• Minimum 11th Grade High School Diploma.

• Knowledge in Google Sheets and Slides.

What could set you apart:

• Knowledge of Quality procedures is a plus.

• Knowledge and experience on overall Incident Management processes is a plus.

• Student of Industry engineering, python, computer sciences, data analysis or any other college career related to processes is a plus.

• Knowledge of Looker Studio is a plus.

• Background with AI technologies.

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