quality assurance analyst

Grafton Banks Limited

<p>Grafton Banks are currently working with a well-respected company with offices based in West Malling, Kent to recruit a Quality Assurance Analyst on a hybrid working basis. You would be completing quality assurance reviews to ensure policies and procedures are being followed and collaborate with colleagues to identify process and control improvements.</p> <p>Duties and responsibilities will include:</p> <ul> <li>Contribute to a robust Quality Control framework to help manage Bank Operations activity, including Customer Service, Payments, and Financial Intelligence teams</li><li>Complete quality assurance reviews on Bank Operations activity to ensure processes and policies have been adhered to</li><li>Review case files, procedures, training documents, management information and governance</li><li>Identify problem areas and risks associated with processes and make recommendations to improve quality and efficiency</li><li>Produce management information for Senior Management in respect of quality which can be reported at committee meetings</li><li>Deliver feedback and assist with training for teams as needed</li></ul> <p>They are ideally looking for:</p> <ul> <li>Experience of providing feedback on quality matters</li><li>Evidence of producing management information for Senior Management in respect of quality which can be reported at committee meetings.</li><li>Someone willing to take ownership and work independently with minimal supervision</li></ul> <p>If you have the required skills and experience and would like to be considered for this role, please submit your CV. This is a full-time opportunity offering a competitive salary paying up to £35,000 per annum. </p>

Quality Assurance Analyst

JOFA Group

<p>We are looking for a <b>Quality Assurance Analyst</b> to join our growing team. The ideal candidate will have a keen eye for detail, a data-driven mindset, and a passion for improving customer experience. You will be responsible for monitoring customer interactions, analyzing performance trends, and driving quality improvement initiatives across multiple channels.</p><p><b>Key Responsibilities</b></p><ul><li><b>Monitor and evaluate</b> customer service calls and social media interactions to ensure compliance with quality standards.</li><li><b>Identify performance gaps</b> and provide structured, constructive feedback to teams and individuals.</li><li><b>Prepare weekly and monthly QA reports</b>, highlighting trends, outliers, and areas for improvement.</li><li><b>Collaborate with cross-functional teams</b> to design and implement process and quality enhancement initiatives.</li><li><b>Leverage data-driven insights</b> to support strategic decision-making and improve customer satisfaction.</li></ul><p><b>Candidate Requirements</b></p><ul><li>Minimum of <b>2 years&rsquo; experience</b> in Quality Assurance, preferably within <b>e-commerce</b> or <b>customer service</b> domains.</li><li>Strong <b>analytical and problem-solving skills</b> with the ability to derive actionable insights from data.</li><li>Familiarity with <b>call monitoring tools</b> and <b>social media analytics platforms</b>.</li><li>Excellent <b>communication, documentation, and reporting skills</b>.</li><li>Ability to work collaboratively in a <b>fast-paced and dynamic environment</b>.</li></ul><p>Job Type: Full-time</p><p>Work Location: In person</p>

ResultsCX

<div><b>Description</b><p><br>
Job Title: Quality Analyst &ndash; Healthcare Voice Process</p>
<p>
Location: Bangalore, India</p>
<p>
Job Type: Full-Time</p>
<p>
Shift: Fixed Night Shifts</p><br>
<p></p>
<p>
Job Summary:</p>
<p>
We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our healthcare contact center team in Bangalore. The QA will be responsible for monitoring and evaluating the performance of agents to ensure they meet quality standards, compliance requirements, and client expectations. This role is ideal for candidates with experience in healthcare voice processes and a keen eye for detail.</p><p></p><b><br>
In this role you will:</b><ul><li><br>
Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.</li></ul>
<ul><li>Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.</li></ul>
<ul><li>Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.</li></ul>
<ul><li>Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.</li></ul>
<ul><li>Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.</li></ul>
<ul><li>Ensure compliance with client-specific guidelines, HIPAA regulations, and company policies.</li></ul>
<ul><li>Analyse call trends and customer feedback to identify training needs and process improvement opportunities.</li></ul>
<ul><li>Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.</li></ul><b>
We are looking for someone who has:</b><p><br>
Qualifications:</p>
<ul><li>Education: Graduate in any discipline.</li></ul>
<ul><li>Experience:</li></ul>
<p>
1-2 years of experience as a Quality Analyst in a healthcare voice process or BPO environment.</p>
<p>
o Strong understanding of healthcare processes, claims, and customer service metrics.</p>
<ul><li>Excellent verbal and written communication skills.</li></ul>
<ul><li>Strong analytical skills with the ability to identify trends and recommend solutions.</li></ul>
<ul><li>Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.</li></ul>
<ul><li>Comfortable working fixed night shifts to align with international client requirements.</li></ul><br>
<p></p>
<p>
Key Skills:</p>
<ul><li>Quality monitoring and evaluation</li></ul>
<ul><li>Communication and feedback delivery</li></ul>
<ul><li>Analytical and problem-solving abilities</li></ul>
<ul><li>Attention to detail and accuracy</li></ul>
<ul><li>Collaboration and teamwork</li></ul>
<ul><li>Time management and organization</li></ul><br>
<p></p>
<p>
Benefits:</p>
<ul><li>Competitive salary package</li></ul>
<ul><li>Transport facility for night shifts</li></ul>
<ul><li>Health insurance and other employee benefits</li></ul>
<ul><li>Opportunities for career growth and skill enhancement</li></ul>
<ul><li>Supportive and dynamic work environment</li></ul><b>
Why join our ResultsCX team?</b><br>
<ul>
<li>Frequent Employee events, games, parties, and all-around fun in the workplace</li>
<li>Healthcare Benefits</li>
<li>Opportunity to grow with ResultsCX if that&rsquo;s &ldquo;Your Greater&rdquo;</li>
</ul><b>About ResultsCX</b><p><br>
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX&rsquo;s 30+-year track record for reimagining the customer experience to meet consumers&rsquo; evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.</p><br>
<p></p>
<p>
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.</p></div>

Housing Development Corporation

<div><p><i>The HCV Quality Assurance Analyst reports to the Compliance &amp; Housing Services Manager under the direction of the Director of Compliance &amp; Housing Services</i>. The HCV Quality Assurance Analyst is responsible for providing the daily operation and administration of all HCV - related functions within the Housing Choice Voucher Program (HCVP), which includes completing quality assurance checks; assisting with internal and external audits, conducting quality assurance reviews of issuance of vouchers and RTAs rent determinations/adjustments HAP contract executions/terminations/annuals, and interim recertifications. This individual ensures operating process and procedures are followed utilizing state of the art information technology solutions and industry best practices resulting in an efficient, accurate, and customer-centric operating environment are maintained and carried out through meaningful audit reviews<i>.</i><i> Additionally, this individual participates in decision-making of reasonable accommodation request,</i> contributes to the design and implementation of training and staff development initiatives, and provides recommendations to ensure that quality control reviews are conducted in a manner that meaningfully supports staff performance and professional growth.<i>
</i></p><p>The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position.</p>
<p><b>Essential Duties and Responsibilities:</b></p>
<ul><li>Regularly reviews HUD and Authority rules and procedures to ensure accuracy of quality control reviews are established to ensure that Authority quality standards become visible, repeatable and measurable.</li>
</ul>
<p></p><ul><li>Interprets and applies procedures to maintain required internal control records.</li>
</ul>
<p></p><ul><li>Performs training, both one on one and in a team/group setting, based on analysis of quality control reviews, assist with identifying best practices in the QA process.</li>
</ul>
<p></p><ul><li>Cooperates with outside auditors in any undertaking that may expedite their work.</li>
</ul>
<p></p><ul><li>Prepares reports with analysis of quality control reviews to facilitate error rate tracking, file submission, file status, recertifications, voucher issuance, transfer moves, and other HCVP functions.</li>
</ul>
<p></p><ul><li>Assists in providing up to date and accurate information regarding HCVP monthly reports and creates new measurements for monitoring the HCVP portfolio.</li>
</ul>
<p></p><ul><li>Participates in the implementation of department policies, procedures, work processes, forms and checklists, including revision to the HCV Administrative Plan, Owner Manuals, and Participant Handbook; reviews all forms, letters, and other documents used in standard operating procedures.</li>
</ul>
<p></p><ul><li>Analyzes and applies HUD's Code of Federal Regulations and HCVP Housing notices ensuring staff, families, and owners understand and comply with rules and assures that the interest of the program participants are served and the Authority is protected.</li>
</ul>
<p></p><ul><li>Responsible for timely and accurate follow-up to complete tasks; opens, reviews, and acts upon all electronic and paper correspondence within established timeline; assures that all correspondence issued is correct and accurate.</li>
</ul>
<p></p><ul><li>Provides excellent direct customer service to all current and prospective participants participating in the HCVP.</li>
</ul>
<p></p><ul><li>Coordinates with other HCVP functional areas as required.</li>
</ul>
<p></p><ul><li>Communicates and provides information by relevant methods internally and externally to assist organizational operations and goals.</li>
</ul>
<p></p><ul><li>Performs routine and assigned projects based on needs.</li>
</ul>
<p></p><ul><li>Performs all other related duties as assigned.</li></ul></div>
<br><div><ul><li>Bachelor&rsquo;s degree in business, public administration, urban studies, social service, or related field is desirable but not essential. And/or at least five (5) years of HCV experience, supervision experience preferred.</li></ul><p>
</p><ul><li>Requires functional proficiency with technology used on-the-job to include Microsoft Office Suite and proprietary software, and strategic proficiency with using technology applications to support organizational objectives.</li></ul><p>
</p><ul><li>Formal certifications required for the position include but are not limited to HCV Specialist and HCV Rent Calculation, EIV and Fair Housing. Other job-relevant certifications, affiliations and memberships are a plus.</li></ul><p>
</p><ul><li>An equivalent combination of education, training, and experience that provides the required knowledge and abilities will be considered.</li></ul><p>
</p><ul><li>Prior understanding of Section 8 housing and HUD HCVP regulations, processes, etc. is a plus.</li></ul><p>
</p><ul><li>Ability to analyze local housing concerns and recommend Administrative Plan policies that consider these concerns, and comply with federal regulations.</li></ul><p>
</p><ul><li>Ability to work in high-pressure situations and tight timelines.</li></ul></div>

HCV Quality Assurance Analyst

<div><div><p><b>Vacancy Name</b></p><div> Associate Quality Assurance Analyst</div></div><br>
<div><p><b>
Requisition No</b></p><div> VN4110</div></div><br>
<div><p><b>
Time Type</b></p><div> Full Time</div></div><br>
<div><p><b>
Location</b></p><div> Gurgaon Office</div></div><br>
<div><p><b>
Additional Location</b></p></div><br>
<div></div><div><p><b>
Country</b></p><div> India</div></div><br>
<div><p><b>
Job Description</b></p><div><div><div><b>
Find purpose in each day while contributing to a workplace revolution! SHL, People Science. People Answers.</b><br>
<br>
Would you like to provide support to some of the largest businesses globally utilizing the SHL&rsquo;s extensive suite of Assessments and Platforms? If so, perhaps you would like to develop your experience within a world renowned, fast-growing HR SaaS organization as an <b>Associate Quality Assurance Analyst</b>? SHL works with some of the world&rsquo;s most prestigious companies who believe us to revolutionize their workplaces and help them to thrive and you can become a part of this.<br>
A great benefits package is offered in a culture where career development, with ongoing manager guidance, collaboration, flexibility, diversity, and inclusivity are all intrinsic to our culture. There is a huge investment in SHL currently so there&rsquo;s no better time to become a part of something transformational.<br>
<br>
<b> </b><b>What you will be doing:</b>
<ul><li>Work with cross-functional teams to ensure quality throughout the software development lifecycle</li><li>
Analyze data to identify areas for improvement in the quality system</li><li>
Assure ongoing compliance with quality and industry regulatory requirements</li><li>
Writing and reviewing testing plans</li><li>
Investigating causes of defects that occur during the testing phase</li><li>
Inspection of products is part of the job with the obligation to report and document findings.</li></ul>
<br>
<b>What we are looking for from you:</b><br>
Essential:
<ul><li>Basic SQL and JIRA knowledge</li><li>
Strong Microsoft Office knowledge</li><li>
Manual Testing</li></ul>
<br>
Desirable:
<ul><li>Business level English language</li><li>
Analytical skills</li></ul>
<b>Get in touch:</b><br>
Find out how this one-off opportunity can help you to achieve your career goals by making an application to our knowledgeable Talent Acquisition team. Choose a new path with SHL.</div></div><br>
</div></div><br>
<div><p><b>
About Us</b></p><div><div><div><ul><li>
We unlock the possibilities of businesses through the power of people, science and technology.</li><li>
We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.</li><li>
When you inspire and transform people&rsquo;s lives, you will experience the greatest business outcomes possible. SHL&rsquo;s products insights, experiences, and services can help achieve growth at scale.</li></ul></div></div><br>
</div></div><br>
<div><p><b>
What SHL can offer you</b></p><div><div><div><p>
Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL&rsquo;s business and culture (find out more about DEI and accessibility at SHL)</p>
<ul><li>Employee benefits package that takes care of you and your family.</li><li>
Support, coaching, and on-the-job development to achieve career success</li><li>
A fun and flexible workplace where you&rsquo;ll be inspired to do your best work (find out more LifeAtSHL)</li><li>
The ability to transform workplaces around the world for others.</li></ul>
<p>SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.</p></div></div></div></div></div>

Associate Quality Assurance Analyst

Acuity Inc.

<div>Overview:
<div>
Acuity, Inc. , recipient of Washington Business Journals Best Places to work for our fifth consecutive year, is seeking a dynamic, self-motivated individual with experience, knowledge and skills as a Quality Assurance Analyst. This position is remote.</div><div>
Acuity is seeking a highly capable Quality Assurance Analyst to support a fast-paced DHS mission environment. This role partners with product, engineering, and operations to strengthen test coverage, advance reporting and automation, and guide quality improvements across cloud and data-center environments.</div>
Why Acuity?: Acuity is a digital strategy and technology consulting firm that serves federal agencies with critical missions. Our experts support projects in the areas of IT Modernization, Data Enablement, and Hyperautomation to help protect our national interests and keep people safe. If you have technical experience and a passion for making a difference, we might be the right fit for you. Responsibilities:
<ul><li>Plan and execute testing across system, integration, functional, performance, and Section 508 accessibility scopes.</li><li>
Develop and maintain test strategies, test plans, test cases, and reusable test data; trace tests to requirements and defects.</li><li>
Perform manual and automated tests; script, schedule, and monitor automated suites in CI pipelines.</li><li>
Conduct performance testing and analyze results; identify bottlenecks and recommend fixes.</li><li>
Validate 508 compliance using approved tools; document findings and remediation steps.</li><li>
Query MongoDB/NoSQL data sources to set up, validate, and troubleshoot test scenarios.</li><li>
Log, triage, and track defects to closure; provide clear quality metrics and release readiness recommendations.</li><li>
Contribute to continuous improvement of QA processes, standards, and documentation.</li></ul>
Qualifications:
<ul><li><b>Education/Experience:</b> Bachelor&rsquo;s degree in an IT-related field and 3+ years of hands-on software QA/testing experience.</li><li><b>
Methods &amp; Deliverables:</b> Proven experience with software test design/methodologies and authoring strategies, plans, cases, and scripts.</li><li><b>
Automation &amp; Tools:</b> Practical experience with automated testing; familiarity with TestComplete (functional) and LoadRunner (performance); CI integration experience (e.g., scheduling/running suites and publishing results).</li><li><b>
Data &amp; Queries:</b> Ability to write and execute database queries against MongoDB/NoSQL for test setup and verification.</li><li><b>
Accessibility:</b> Working knowledge of Section 508 requirements and compliance testing practices/tools.</li><li>
Strong analytical, documentation, and defect-management skills; effective collaboration with developers, analysts, and operations.</li></ul><div><b>
Environment Familiarity</b></div><ul><li>
Exposure to AWS GovCloud, JBoss EAP 7, RHEL/Windows, CloudBees CI/Maven, Ansible/Terraform, and enterprise logging (e.g., Splunk) in regulated environments.</li></ul><div><b>
Security &amp; Clearance</b></div><ul><li>
Ability to obtain and maintain a Top Secret clearance with SCI eligibility.</li></ul></div>

Quality Assurance Analyst - Intermediate

Card Kingdom

<p></p><div><p><b>Job Title: Lead Quality Assurance Analyst</b></p><p><b>
Location:</b><b> </b><b>Seattle/Ballard</b></p><p><b>
ABOUT US</b></p><p>
Card Kingdom has served <i>Magic: The Gathering</i> players across the world for over 20 years. We are a trusted source for buying and selling Magic: The Gathering singles, packs, and booster boxes from throughout the game's history. Our love of the community and game shines through everything we do. We are a customer-centric, data-driven, innovative workplace. We value our team and recognize that every role in our organization is behind delivering our renowned customer experience.</p><p>
In addition to our eCommerce business, Card Kingdom owns and operates the award-winning game store and restaurant, Mox Boarding House. With unique locations in Seattle, Bellevue, Portland, and coming soon to Arizona, we deliver an elevated experience to local gaming communities.</p><p><b>
Our Mission: </b>We use tabletop gaming as a campfire &ndash; a place to gather, share and celebrate &ndash;for the sake of cultivating deeper relationships with our customers, amongst ourselves, with our communities, and the world.</p><p><b>
Our Benefits:</b> Excellent benefits, generous PTO, and flexible scheduling, remote work opportunities, paid parental leave, safe harbor 401k match, paid holidays and employee discounts. We are a family friendly culture that supports work life balance.</p><p><b>
Role:</b></p><p>
As a Lead QA Analyst, you will own the test execution and release coordination for high-visibility and risk-sensitive initiatives. You&rsquo;ll lead QA efforts across product areas, mentor team members, and influence continuous improvement in quality practices, tooling, and processes.</p><p><b>
Responsibilities:</b></p><ul><li>
Define testing approaches for complex or cross-functional initiatives, balancing manual and automated efforts.</li><li>
Lead creation, execution, and coordination of testing plans for high-visibility changes, including direct engagement with business customers.</li><li>
Validate mission-critical systems and ensure alignment with product goals and customer expectations.</li><li>
Collaborate with engineering, product, and business teams to define quality goals and KPIs.</li><li>
Evaluate and adopt new testing technologies and contribute to QA tooling strategy.</li><li>
Lead deployment logistics, regression and new feature testing, and post-release validation.</li><li>
Maintain documentation on release procedures and provide regular updates to stakeholders.</li><li>
Mentor QA team members and educate cross-functional partners on quality practices.</li><li>
Champion a culture of transparency, dependability, and continuous improvement.</li></ul><p></p><p><b><br>
Qualifications:</b></p><ul><li>
4+ years of experience in software quality assurance or related field.</li><li>
Deep expertise in testing approaches, QA tools, automation frameworks, and CI/CD integration.</li><li>
Strong domain knowledge with an ability to develop domain proficiency and ability to diagnose cross-functional issues.</li><li>
Proven leadership in QA strategy, release coordination, and mentoring.</li><li>
Excellent communication and collaboration skills across technical and non-technical stakeholders.</li><li>
Experience aligning QA efforts with business objectives and customer outcomes.</li></ul><p></p><p><b><br>
Location / Work Schedule</b></p><ul><li>
Primary: Seattle (Ballard)</li><li>
Secondary: Monroe &ndash; on occasion</li><li>
Hybrid &ndash; In office full days on Tuesday&rsquo;s and Thursday&rsquo;s</li></ul><p><b>
Job Type / Salary</b></p><ul><li>
Full Time</li><li>
Exempt: Range from $89,000- $108,000 depending on qualifications and experience</li></ul><p><b>
Benefits:</b></p><ul><li><b>
Paid Time Off:</b> 6 weeks accrued per year, 8 Company Holidays</li><li><b>
Health Benefits:</b> Zero cost premium options for Medical, Dental, Vision Insurance</li><li><b>
Retirement:</b> 401(k) with 4% Safe Harbor match, no vesting period</li><li>
Paid Parental Leave</li><li>
Flexible Spending Accounts &amp; Health Savings Accounts</li><li>
Pre-Tax Commuter Benefits</li><li>
Supplemental Life and AD&amp;D Insurance</li><li>
Accident, Critical Illness &amp; Hospital Confinement Plans</li><li>
Employee Assistance Program</li><li>
Employee Discount</li></ul><p><b>
Equal Opportunity Employment:</b></p><p>
We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class.</p></div><p></p>

Lead Quality Assurance Analyst

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