Sr Quality Assurance Specialist

Who Are We?  
We are a team that brought you Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner, dedicated to providing cybersecurity, privacy, and identity protection to over 500 million users in 150 countries. At Gen, we offer flexible working options, generous time off, and competitive benefits in a diverse and inclusive environment where every team member is valued and celebrated. If you are smart, fearless, and dedicated, join us to power Digital Freedom and help consumers take control of their digital lives. 
 
How We Work? 
We love to work together and collaborate in our teams, which is why we opted for a hybrid model, allowing us to work from the office 2-3 times per week. 
 
Mission and Goals

This role will be dedicated to ensuring support interactions are of the highest quality and to support successful engagement rates, primarily through monitoring and providing coaching and feedback on calls. Lead Quality Improvement initiatives for large-scale support Programs or be a member of a cross-functional Global initiative. Facilitate Workshops and serve as regional skills champion.

Objectives:

• Collaborate well within the team members/partners to get the tasks delivered as per the schedule and provide transparent updates to the stakeholders. 

• Monitor and evaluate transactions/incidents of Open and Closed transactions to ensure that quality standards are met. 

• Perform Transaction Monitoring for different LOBs (Voice, Chat & Email) 

• Teaches QA reviewers how to apply evaluation criteria and perform QA evaluations on a consistent basis 

• Builds consensus among all QA reviewers. Fosters collaboration and camaraderie among QA reviewers 

• Helps maintain an open dialogue between the QA team and management 

• Keeps staff updated about changes to the program, scoring criteria and the evaluation form, as the program evolves 

• Detractor Analysis, ability to identify and capture VOC (understands the difference between good and bad customer feedback). 

• Provide suggestions to ensure improvement in adherence to quality standards and improve overall team performance 

• Conduct monthly calibration sessions with all supervisors/QA reviewers to ensure program consistency. 

• Mandatory rotational shifts. 

• Identify unethical practices/behaviour and highlight. 

• Innovation based on Transaction Monitoring (Conduct Quality improvement projects).  

​Competencies

• Bachelor’s Degree or equivalent; Graduation in any stream.

• Exceptional customer service skills 

• Strong Team Player, capability to influence Team and manage Change. 

• 3 years minimum experience in a voice or chat-based Support centre. 

• Minimum experience of 3 years in a voice/chat-based Support Process in a Quality Assurance Specialist or equivalent position. 

• Proficiency in the English Language; Excellent Verbal & Written communication skills; Good Comprehension & Listening abilities. 

• Proficiency with computers (MS Office, especially Microsoft Excel – data analysis); Good working knowledge of Internet. 

• Good knowledge about Windows operating system. Knowledge of MAC operating systems would be an advantage. 

• Logical / Analytical skills; Problem-solving skills; troubleshooting analysis; Eye for detail. Strong analytical skills with the ability to assess performance metrics and identify areas for improvement. 

• Ability to coach, analyse Data for respective Teams, identify issues/ best practices. 

• Ability to manage multiple tasks and proactively understanding dependencies / risks associated with any Project activity.

• Self-directed and self-motivated – able to work independently on a variety of tasks.

• Must be well organized and able to effectively manage own time.

• Must possess excellent communication skills, including verbal, written, interpersonal and coaching.

• Ability and desire to multitask and function in a fast-paced support environment.

• Demonstrated ability to think critically and analyze and interpret data independently.

• Sense of urgency in performance of duties.

• Interpersonal skills that promote collaboration and productivity.

• Effective and efficient written and oral communication skills.

• Superior interpersonal skills - Ability to get along with diverse personalities, tactful, mature, and flexible. 

• Excellent analytical skills and strong decision-making abilities. good to have reporting experience and tools knowledge as Power BI, Tableau, Databases etc

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. 

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. 

Gen complies with all anti-discrimination laws. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.