customer experience analyst

Snoonu

<div>
 
 🚀 Welcome to Your Next Adventure!
 
 
 
 We&rsquo;re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.
 
 
 You&rsquo;ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact &mdash; we&rsquo;d love to hear from you.
 
 
 
 🛠 What You&rsquo;ll Get Your Hands On
 
 
 
 Root Cause &amp; Issue Analytics
 
 
 <ul>
 <li>
 Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
 </li>
 <li>
 Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
 </li>
 <li>
 Develop frameworks to categorize and quantify the impact of systemic CX issues.
 
 
 </li>
 </ul>
 Retention &amp; Churn Analysis
 
 
 <ul>
 <li>
 Analyze customer lifecycle data to understand key drop-off points and churn predictors.
 </li>
 <li>
 Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
 </li>
 <li>
 Identify cohorts at risk and provide insights for lifecycle interventions.
 
 
 </li>
 </ul>
 Behavioral Segmentation &amp; Journey Mapping
 
 
 <ul>
 <li>
 Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
 </li>
 <li>
 Design and run analyses to evaluate the impact of experiments and personalization efforts.
 </li>
 <li>
 Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.
 
 
 </li>
 </ul>
 Insight Delivery &amp; Stakeholder Influence
 
 
 <ul>
 <li>
 Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
 </li>
 <li>
 Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
 </li>
 <li>
 Support the continuous improvement of CX KPIs and feedback loops.
 
 
 </li>
 </ul>
 
 🧙&zwj;&male;️ The Magic You Bring
 
 
 
 <ul>
 <li>
 3&ndash;5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
 </li>
 <li>
 Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
 </li>
 <li>
 Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
 </li>
 <li>
 Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
 </li>
 <li>
 Ability to manipulate and analyze large datasets to find actionable insights.
 </li>
 <li>
 Strong problem-solving skills and a hypothesis-driven approach to analysis.
 </li>
 <li>
 Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
 </li>
 <li>
 A growth mindset and curiosity about customer behavior.
 
 
 </li>
 </ul>
 
 ✨ Bonus Points If You Have
 
 
 
 <ul>
 <li>
 Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
 </li>
 <li>
 Background in experimentation (A/B testing, test vs. control).
 </li>
 <li>
 Familiarity with customer segmentation, recommender systems, or churn modeling.
 
 
 </li>
 </ul>
 
 Inside Snoonu&rsquo;s Universe
 
 
 
 Snoonu is Qatar&rsquo;s homegrown Super App, reinventing daily life with blazing-fast delivery, ride-hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
 
 
 
 The Dream We&rsquo;re Chasing
 
 
 
 To be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 
 The Quest We&rsquo;re On
 
 
 
 To radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Our Everyday Superpowers
 
 
 
 
 👥 Be Customer Obsessed:
 
 &ldquo;Focus on the customer and all else will follow.&rdquo;
 
 
 
 💪 Act with Integrity:
 
 &ldquo;We are honest, ethical, and trustworthy in everything we do.&rdquo;
 
 
 
 🧪 Be Curious and Creative:
 
 &ldquo;We constantly innovate and create solutions to bring a lasting positive impact.&rdquo;
 
 
 🏅
 
 Lead by Example and Take Ownership:
 
 &ldquo;Be the change you want to see and take ownership.&rdquo;
 
 
 
 🚀 Work Smart and Deliver Results:
 
 &ldquo;You can do more by doing less, better, and faster.&rdquo;
 
 
 
 👨&zwj;💼 It's All About People:
 
 &ldquo;Be a team player; together we are stronger.&rdquo;
 
 
 
 Perks &amp; Worklife Magic At Snoonu
 
 
 
 
 🌐 Remote &amp; Global Vibes &ndash;
 
 Collaborate with a worldwide crew.
 
 
 
 🧠 Brain Boosters &ndash;
 
 Learning budgets, access to courses, and tools for your growth.
 
 
 
 🚒 Builder&rsquo;s Playground &ndash;
 
 Own your tasks, own your path! We&rsquo;re big on autonomy.
 
 
 
 📦 Shared Success &ndash;
 
 We offer equity because we build this together.
 
 
 
 🌺 Flexible Time Off &ndash;
 
 We take recharging seriously. Generous leave and wellness policies.
 
 
 
 🛠️ Agile Everything &ndash;
 
 Scrum isn&rsquo;t a buzzword here. It&rsquo;s how we roll, from product to ops.
 
 
 
 Beyond the Code: Giving Back Matters
 
 
 
 We don&rsquo;t just build an app. We&rsquo;re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we&rsquo;re always finding ways to do better&mdash;and we invite you to be a part of that mission.
 
 
 
 Diversity Isn&rsquo;t Just a Buzzword
 
 
 
 At Snoonu, fairness and inclusion are the foundation of everything we do. We&rsquo;re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
 
 
 
 Let&rsquo;s Build the Future Together
 
 
 
 Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let&rsquo;s make some tech magic together.
 
 
 Stay in the loop&mdash;connect with us on LinkedIn!
</div>

Customer Experience Analyst

ALDAR

<div>
 
 
 Aldar Retail Management
 
 is looking for a
 
 Customer Experience (CX) Analyst
 
 to support the implementation of our CX strategy by analyzing customer feedback, generating actionable insights, and tracking performance across all touchpoints. This role plays a key part in delivering seamless, engaging experiences for our guests, coordinating CX initiatives, and managing customer issue tickets across the business.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 CX Insights &amp; Reporting
 
 
 <ul>
 <li>
 Analyze customer feedback from surveys, social media, emails, service desks, websites, and mystery shopping.
 </li>
 <li>
 Prepare regular reports tracking
 
 NPS, CSAT, CES, complaint trends, and mystery shopper results
 
 , and respond to ad-hoc data requests.
 </li>
 <li>
 Identify trends, pain points, and opportunities using quantitative and qualitative methods.
 </li>
 <li>
 Develop presentations and share actionable insights with internal stakeholders to drive improvements.
 </li>
 <li>
 Collaborate with Customer Service teams and CX platform managers to ensure data quality and consistency.
 </li>
 </ul>
 
 
 Operational Excellence &amp; Service Delivery
 
 
 <ul>
 <li>
 Monitor and manage customer tickets and complaints, ensuring timely follow-up and resolution.
 </li>
 <li>
 Collaborate across departments and escalate issues when necessary.
 </li>
 <li>
 Generate monthly reports on resolution times, SLA compliance, and recurring issues.
 </li>
 <li>
 Conduct root-cause analyses and recommend process improvements.
 </li>
 <li>
 Support adoption of CX tools and processes that enhance guest convenience and accessibility.
 </li>
 </ul>
 
 
 CX Activations &amp; Engagement Support
 
 
 <ul>
 <li>
 Assist in planning, coordination, and execution of CX activations, events, and in-mall initiatives.
 </li>
 <li>
 Track participation, engagement, and feedback to measure success.
 </li>
 <li>
 Coordinate with vendors and internal teams to ensure seamless delivery of initiatives.
 </li>
 </ul>
 
 
 Stakeholder Engagement &amp; Collaboration
 
 
 <ul>
 <li>
 Work closely with Retail Marketing, Leasing, Operations, and Development teams to integrate customer insights.
 </li>
 <li>
 Provide timely and actionable reports to management to support decision-making and performance tracking.
 </li>
 </ul>
 
 
 Key Metrics &amp; Results
 
 
 <ul>
 <li>
 
 Customer Satisfaction:
 
 NPS, CSAT, Mystery Shopper results
 </li>
 <li>
 
 Service Quality:
 
 SOP adherence, complaint resolution times, operational audits
 </li>
 <li>
 
 Stakeholder Engagement:
 
 Retailer feedback, cross-department collaboration
 </li>
 <li>
 
 Brand Impact:
 
 CX awards, PR mentions, guest testimonials
 </li>
 </ul>
 
 
 Working Conditions
 
 
 <ul>
 <li>
 Based at
 
 Yas Mall HQ
 
 with daily interaction across multiple mall locations.
 </li>
 <li>
 Occasional travel may be required between locations depending on portfolio scope.
 </li>
 <li>
 High-touch role requiring presence during operational hours, including weekends.
 </li>
 </ul>
 
 
 Qualifications &amp; Experience
 
 
 <ul>
 <li>
 
 Experience:
 
 3&ndash;5 years in
 
 Customer Experience, Data Analytics, Market Research, or related fields
 
 . Retail, shopping mall, or hospitality experience preferred.
 </li>
 <li>
 
 Skills:
 
 Data analytics, qualitative &amp; quantitative research, customer journey mapping, stakeholder influence. Familiarity with CX tools (Qualtrics, Power BI, Tableau) is a plus.
 </li>
 <li>
 
 Interpersonal Skills:
 
 Strong communication and presentation skills, collaborative mindset, highly organized, proactive, and detail-oriented.
 </li>
 <li>
 
 Education:
 
 Bachelor&rsquo;s degree in
 
 Business, Marketing, Statistics, Data Analytics, or related discipline
 
 . CX certification is a plus.
 </li>
 </ul>
 
 
</div>

Customer Experience Analyst – Retail_ Aldar Retail Management

Confidential Careers

<div>
 
 
 Job Title:
 
 Data Analyst Specialist
 
 
 
 Department:
 
 Customer Experience / Quality
 
 
 
 Location:
 
 Dokki
 
 
 
 
 
 
 Job Summary:
 
 
 
 The
 
 Data Analyst Specialist
 
 is responsible for analyzing customer data, service tickets, and survey results to identify trends and opportunities for improvement. This role supports decision-making by providing actionable insights that enhance customer engagement, service quality, and overall operational performance.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Analyze
 
 customer tickets, feedback, and survey data
 
 to identify patterns, root causes, and improvement opportunities.
 </li>
 <li>
 Prepare and maintain
 
 performance dashboards and KPI reports
 
 using advanced Excel tools and functions.
 </li>
 <li>
 Support
 
 customer experience initiatives
 
 by providing analytical insights and recommendations.
 </li>
 <li>
 Track
 
 customer engagement and service quality metrics
 
 to evaluate performance and ensure alignment with company goals.
 </li>
 <li>
 Design and execute
 
 surveys and data collection tools
 
 to measure satisfaction and process efficiency.
 </li>
 <li>
 Collaborate with cross-functional teams (Operations, Quality, and Customer Experience) to drive
 
 continuous improvement initiatives
 
 .
 </li>
 <li>
 Ensure accuracy, consistency, and confidentiality of all data and reports.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in
 
 Business Analytics, Statistics, Economics, or a related field
 
 .
 </li>
 <li>
 
 1&ndash;3 years of experience
 
 as a Data Analyst or in a similar analytical role.
 </li>
 <li>
 
 Expert-level proficiency in Microsoft Excel
 
 (Pivot Tables, Power Query, Power Pivot, advanced formulas, and data visualization).
 </li>
 <li>
 Knowledge of
 
 Six Sigma methodologies
 
 or other analytical tools is preferred.
 </li>
 <li>
 Strong analytical and problem-solving skills with attention to detail.
 </li>
 <li>
 Excellent communication and presentation skills.
 </li>
 <li>
 Ability to manage multiple priorities and meet deadlines.
 </li>
 </ul>
 
 
 
 
 
 Preferred Skills:
 
 
 <ul>
 <li>
 Experience working in
 
 customer experience or call center analytics
 
 .
 </li>
 <li>
 Familiarity with
 
 data visualization tools
 
 (e.g., Power BI, Tableau) is an advantage.
 </li>
 <li>
 Strong understanding of
 
 customer satisfaction metrics
 
 and process improvement concepts.
 </li>
 </ul>
 
 
</div>

Data Analyst Specialist

The closing Gap

Quality Analyst &ndash; Customer Support (Voice / Chat) Location: Bangalore Shift: RotationalAbout the RoleWe are looking for a Quality Analyst to evaluate and improve performance across customer interactions. The role focuses on monitoring voice and chat communications, identifying gaps, and ensuring adherence to quality and compliance standards.Key Responsibilities<ul><li>Audit calls, chats, and tickets to assess process adherence and communication quality.</li><li>Share detailed, actionable feedback with agents and team leaders.</li><li>Conduct calibration sessions and maintain QA reports.</li><li>Identify training and performance improvement needs.</li><li>Support continuous process improvement through trend analysis and root cause identification.</li><li>Collaborate with training and operations teams to enhance service delivery.</li></ul>Candidate Requirements<ul><li>2&ndash;5 years of experience as a Quality Analyst in a BPO or Customer Support setup.</li><li>Excellent communication and listening skills.</li><li>Proficient in using QA tools, scorecards, and MS Excel.</li><li>Strong attention to detail and process orientation.</li><li>Ability to provide constructive feedback and ensure implementation.</li></ul>Why Join Us<ul><li>Opportunity to shape and enhance quality standards.</li><li>Work in a collaborative environment focused on continuous improvement.</li><li>Career progression into senior QA or training roles.</li></ul>Job Type: Full-timeWork Location: In person

Quality Analyst – Customer Support (Voice / Chat)

Royalbison Autorental India Private Limited

Job Description - Quality AnalystAbout the Role:Royal Brothers is seeking a detail-oriented and experienced Quality Analyst to join our dynamic customer experience department. In this critical role, you will be responsible for ensuring exceptional customer service quality across all communication channels while driving continuous improvement in customer experience.Key Responsibilities<ul><li>Conduct comprehensive audits of all customer communication channels including voice calls, live chat interactions, and email correspondence</li><li>Evaluate customer interactions against established quality parameters and service standards</li><li>Monitor adherence to company policies, procedures, and compliance requirements</li><li>Document findings and maintain detailed audit records</li><li>Analyse Quality metrics and identify trends and patterns</li><li>Provide constructive, actionable feedback to the associates to enhance their performance</li><li>Develop and implement coaching strategies to address skill gaps and improvement opportunities</li><li>Collaborate with team leads and managers to create targeted development plans</li></ul>Process Improvement<ul><li>Identify opportunities for process enhancement and operational efficiency</li><li>Recommend best practices and quality improvement initiatives</li><li>Support the development and refinement of quality standards and audit parameters</li><li>Contribute to training materials and quality assurance documentation</li></ul>Required QualificationsExperience &amp; Skills<ul><li>Minimum 2 years of experience as a Quality Analyst in customer service or contact centre environment</li><li>Demonstrated expertise in quality audit parameters and evaluation methodologies</li><li>Strong analytical and problem-solving abilities with keen attention to detail</li></ul>Communication &amp; Technical Skills<ul><li>Excellent written and verbal communication skills with ability to provide clear, constructive feedback</li><li>Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)</li><li>Experience with quality monitoring tools preferred</li></ul>Core Competencies<ul><li>Strong interpersonal skills with ability to work collaboratively across teams</li><li>Proven ability to handle sensitive feedback conversations professionally</li><li>Self-motivated with excellent time management and organizational skills</li><li>Commitment to maintaining confidentiality and professional standards</li></ul>Job Types: Full-time, PermanentPay: &#8377;380,000.00 - &#8377;480,000.00 per yearBenefits:<ul><li>Health insurance</li><li>Paid sick time</li><li>Paid time off</li><li>Provident Fund</li></ul>Work Location: In person

Call Quality Analyst

noon

<div>
 
 
 About noon
 
 
 
 We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we&rsquo;re looking for a Senior Business Analyst who can help us move even faster.
 
 
 
 
 
 
 noon&rsquo;s mission: Every door, every day.
 
 
 
 
 
 
 
 What you'll do:
 
 
 
 Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
 
 
 
 
 
 The Senior Business Analyst will be a critical part of the Customer Service/Customer Experience team, responsible for leveraging advanced data analysis to identify opportunities, define business requirements, and drive key strategic projects that improve the customer journey, enhance operational efficiency, CS operations KPI and increase customer loyalty and retention. This role serves as the essential bridge between the Customer Service operations, Product/Tech teams, and senior leadership.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 Data Analysis &amp; Insights:
 
 <ul>
 <li>
 Conduct deep-dive, end-to-end analysis on massive, complex, multi-dimensional customer service datasets (e.g., ticket volume, contact drivers, resolution time, CSAT/NPS, operational costs) for all Business units in noon &ndash; noon, noon in Minutes, Namshi, NowNow and noon food
 </li>
 <li>
 Identify trends, patterns, and root causes of customer friction, operational bottlenecks, and pain points in the customer journey across various channels (chat, email, voice, self-service).
 </li>
 <li>
 Translate complex data findings into clear, concise, and actionable business recommendations for product, operations, and leadership teams.
 </li>
 </ul>
 
 
 
 
 Stakeholder &amp; Project Management:
 
 <ul>
 <li>
 Partner with cross-functional teams (Product, Engineering, Operations, Growth, Finance) to define and document functional and technical requirements for customer service-related initiatives (e.g., self-service tool development, automation projects, CRM enhancements).
 </li>
 <li>
 Lead discussions with senior management to prioritize projects based on analytical business cases (ROI, impact on customer experience and cost savings).
 </li>
 <li>
 Act as the Subject Matter Expert (SME) for customer service data and processes during project implementation, ensuring technical solutions align with business needs.
 </li>
 </ul>
 
 
 
 
 Reporting &amp; Measurement:
 
 <ul>
 <li>
 Design, develop, and maintain automated dashboards, reports, and key performance indicators (KPIs) using BI tools - Power BI, google dashboards, tableau etc to track the health of customer service operations and the impact of implemented changes.
 </li>
 <li>
 Define the measurement framework for new features, products, and process changes to ensure clear and consistent evaluation of success.
 </li>
 <li>
 Lead A/B testing and experimentation efforts to validate hypotheses and measure the effectiveness of operational and product changes on customer outcomes.
 </li>
 </ul>
 
 
 
 
 Process Improvement &amp; Innovation:
 
 <ul>
 <li>
 Develop and implement forecasting models for contact volume and resource planning.
 </li>
 <li>
 Drive the adoption of data-driven decision-making within the customer service and operational teams.
 </li>
 </ul>
 
 
 
 
 
 What you'll need:
 
 
 
 
 
 
 
 Technical Expertise (Must-Have)
 
 
 <ul>
 <li>
 8+ years of experience in a Business Analyst, Senior Data Analyst, or similar analytical role, preferably within an e-commerce, quick commerce, retail, or fast-paced logistics/service company.
 </li>
 <li>
 Expert proficiency in SQL for querying, manipulating, and analyzing large, complex datasets (experience with writing complex queries, joins, window functions is essential).
 </li>
 <li>
 Demonstrable expertise with data visualization tools such as Tableau, Power BI, or similar BI platforms for dashboard creation and reporting.
 </li>
 <li>
 Advanced proficiency in Microsoft Excel (pivot tables, complex formulas, data modeling).
 </li>
 <li>
 Solid foundation in statistical analysis and probability (e.g., hypothesis testing, regression analysis, statistical significance).
 </li>
 </ul>
 
 
 
 
 
 Core Competencies
 
 
 <ul>
 <li>
 Exceptional Problem-Solving and Analytical Skills: Ability to break down ambiguous business problems into structured analytical components and deliver practical, impactful solutions.
 </li>
 <li>
 Strong Business Acumen: Deep understanding of customer service operations, metrics (CSAT, NPS, AHT, FCR, cost per contact), and how they impact the overall e-commerce business.
 </li>
 <li>
 Communication and Stakeholder Management: Excellent verbal and written communication skills with the ability to clearly articulate complex technical insights to non-technical business leaders and influence data-backed decisions.
 </li>
 <li>
 Ownership &amp; Drive: Proven ability to work independently, manage multiple priorities in a fast-paced environment, and take end-to-end ownership of deliverables.
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications
 
 
 <ul>
 <li>
 Bachelor's or Master's degree in Business Administration, Engineering, Computer Science, Economics, Statistics, or a related quantitative field.
 </li>
 <li>
 Familiarity with e-commerce platforms or Customer Relationship Management (CRM) systems and data structures.
 </li>
 <li>
 Knowledge of Agile methodologies and experience working within a product development lifecycle.
 </li>
 </ul>
 
 
 
 
 
 Who will excel?
 
 
 <ul>
 <li>
 We&rsquo;re looking for people with high standards, who understand that hard work matters.
 </li>
 <li>
 You need to be relentlessly resourceful and operate with a deep bias for action.
 </li>
 <li>
 We need people with the courage to be fiercely original.
 </li>
 <li>
 noon is not for everyone; readiness to adapt, pivot, and learn is essential.
 </li>
 </ul>
</div>

Senior Business Analyst

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re changing the way people think about customer service, and we need your help!
 
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
 
As Quality Assurance Analyst (French/English Bilingual), You Will…
 
<ul>
<li>Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed</li>
<li>Complete Quality Assurance and coaching session reports on a weekly basis</li>
<li>Attend and participate in meetings with supervisors and managers to review monitoring lists</li>
<li>Attend and participate in partner and internal calibration meetings</li>
<li>Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers</li>
<li>Report scripting problems or questions from callers to appropriate departments</li>
<li>Distribute partner and company related correspondence to all CSRs/Tier 2 team members</li>
<li>Perform other duties as assigned</li>
</ul>
As Quality Assurance Analyst (French/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1 year of front-line contact center experience (preferred)</li>
<li>1-2 years of Quality Assurance experience (preferred)</li>
<li>Intermediate knowledge of MS Excel, MS Word and MS Office (required)</li>
<li>Ability to type 30 wpm minimum with accuracy</li>
<li>Strong verbal and written communication skills, including spelling and grammar</li>
<li>Excellent organizational and time management skills</li>
<li>Ability to make fair and consistent judgments and decisions</li>
<li>Ability to multi-task under high-pressure situations</li>
<li>Ability to solve problems and offer suggestions in a positive and developmental manner</li>
<li>Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls</li>
<li>Ability to perform basic mathematical functions to ensure scoring accuracy</li>
<li>Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds</li>
<li>Ability to work a variety of shifts including days, afternoons, evenings and holidays</li>
</ul>

Quality Assurance Analyst (French/English Bilingual)

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