The role of Quality Assurance Analyst is to ensure all quality initiatives meet the company’s standards for service, professionalism, and compliance. This role is also responsible for monitoring and evaluating inbound and outbound calls as well as account treatment to make sure quality, accuracy, and consistency is maintained. Additionally, this role will assist with identifying trends and meeting with business line managers to provide feedback.
PRIMARY JOB DUTIES
-
Monitor calls and action taken on accounts to ensure that all processes and procedures used by employees are followed/adhered to at the level required by the client.
-
Provide guidance, expert analysis and feedback to team members and management.
-
Maintain quality assurance analytical systems (SharePoint and VoizTrail) to ensure high-quality standards, effective reporting and alignment with business line needs.
-
If identified, appropriately escalate received complaints to a QA Analyst III or Team Lead for handling.
-
At all times maintain confidentiality of all aspects of position, which includes, but not limited to, call details, account reviews, employee performance levels, complaints and development needs,
-
Active participation in internal team meetings as well as collective meetings with the departments we service.
-
Function as backup to other team members if required, to ensure completion of all daily responsibilities.
-
Foster effective communication and collaboration between countries and cultures within all regions.
EEO STATEMENT
Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.
QualificationsCOMPETENCIES
-
Minimum high school graduate, preferably in a technical domain;
-
Similar QA experience is a major advantage;
-
Proficient in navigating computer software and MS Office (Excel, Outlook, Teams);
-
Highly proficient in English language;
-
Proficient communication and comprehension skills, including professional written and telephone communication;
-
Time management and organization skills.
WORK HOURS
Monday-Friday: 16:00-00:50 Romania time
Skills Required
- High school diploma or equivalent
- Experience with quality assurance or call monitoring
- Proficiency with SharePoint and VoizTrail
- Proficient in Microsoft Excel, Outlook, and Teams
- High proficiency in English (written and spoken)
- Strong communication and comprehension skills (telephone and written)
- Time management and organizational skills
- Maintain confidentiality of call details, account reviews, and performance data
- Ability to work Monday-Friday 16:00-00:50 Romania time
- Cross-cultural communication and collaboration
What We Do
Cadex is the world leader in the research, development, and manufacturing of “Turn-Key” impact systems and testing laboratories, specializing in helmet testing equipment technology.
