senior 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

IntouchCX

About IntouchCX
<br><br>
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.
<br><br>
About the Job
<br><br>
We’re changing the way people think about customer service, and we need your help!
<br><br>
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.
<br><br>
As Quality Assurance Analyst (French/English Bilingual), You Will…
<br><br>
<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…
<br><br>
<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)

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>

Lucayan Technology Solutions LLC

<div><b>Location:</b> Remote<br>
<b>Clearance Required:</b> Public Trust (Minimum Background Investigation &ndash; MBI)<br>
<b>Employment Type:</b> Full-Time<br>
<br>
<b>Overview</b><br>
<br>
Lucayan Technology Solutions is seeking a detail-oriented Quality Assurance Analyst to support quality assurance and compliance activities for the IRS Microsoft 365 (M365) environment. The ideal candidate will ensure that all deliverables meet project standards, federal compliance requirements, and IRS-specific traceability needs. This role emphasizes continuous improvement, documentation, and collaboration with technical teams and IRS stakeholders.<br>
<br>
<b>Key Responsibilities</b><br>
<ul><li>
Develop, implement, and execute quality assurance processes for M365 services and project deliverables.</li><li>
Monitor and ensure compliance with project requirements, federal standards, and IRS-specific guidelines.</li><li>
Prepare, maintain, and update quality documentation, reports, and dashboards.</li><li>
Identify areas for process improvement and recommend corrective actions.</li><li>
Support audits, reviews, and internal/external assessments related to M365 deliverables.</li><li>
Collaborate with IRS SMEs and project teams to ensure deliverables meet compliance, traceability, and quality requirements.</li><li>
Participate in continuous improvement initiatives to strengthen quality assurance practices across the organization.</li></ul><br>
<b>
Required Qualifications</b><br>
<ul><li>
Minimum <b>5 years&rsquo; experience</b> in quality assurance, compliance, or related roles, preferably in large corporate or federal government environments.</li><li>
Experience supporting federal government clients or high-compliance environments; IRS experience preferred.</li><li>
Familiarity with Microsoft 365 environments and cloud-based service deliverables preferred.</li><li>
Strong attention to detail, organizational skills, and analytical abilities.</li><li>
Excellent written and verbal communication skills, with the ability to clearly document findings and recommendations.</li></ul><br>
<b>
Security Clearance &amp; Training Requirements</b><br>
<ul><li>
Must have or be able to obtain a <b>Public Trust (MBI)</b> clearance.</li><li>
Must complete all IRS-required security, privacy, and compliance training.</li><li>
Must comply with federal cybersecurity and quality assurance protocols.</li></ul><b>
Preferred Qualifications</b><ul><li>
Prior experience supporting IRS systems, modernization initiatives, or federal compliance programs.</li><li>
Knowledge of quality frameworks, audit processes, and federal standards such as NIST or FISMA.</li><li>
Experience with documentation tools, quality tracking systems, and reporting dashboards.</li><li>
Strong ability to identify process inefficiencies and implement improvements in a structured, compliance-focused environment.</li></ul><br>
<b>
Work Environment</b><br>
<ul><li>
Fully remote position with collaboration across distributed teams, technical staff, and IRS stakeholders.</li><li>
Fast-paced, compliance-driven environment supporting federal programs.</li><li>
May involve occasional after-hours support for audits, reporting deadlines, or urgent quality issues.</li><li>
Requires high attention to detail, accountability, and adherence to federal and IRS-specific quality standards.</li></ul><p>
</p><p>4LzuI3MYAn</p></div>

Quality Assurance Analyst (Microsoft 365 / Federal Environment)

<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

Pipeline Gurus

<div><p>At Pipeline Gurus, our commitment to excellence is reflected in every aspect of our Sales-as-a-Service operations. To uphold our high standards, we are looking for a detail-oriented <b>Sales Quality Assurance Analyst</b> to join our team. In this role, you will be responsible for assessing and analyzing our sales processes and interactions to ensure that our sales representatives meet and exceed quality standards. You will provide insights and recommendations based on your analysis to enhance effectiveness, improve the customer experience, and support the growth of our clients.</p><h3 class="jobSectionHeader"><b>
Key Responsibilities:</b></h3><ul>
<li>Conduct regular evaluations of sales calls and communications to assess adherence to established quality standards and best practices.</li>
<li>Develop and maintain a systematic review process for monitoring sales interactions, ensuring compliance with company policies and procedures.</li>
<li>Analyze data and provide feedback to sales representatives and management regarding strengths and areas for improvement.</li>
<li>Collaborate with the training team to develop targeted training programs based on identified skill gaps and quality issues.</li>
<li>Generate reports and dashboards to track quality metrics, highlighting trends and performance indicators for sales teams.</li>
<li>Identify opportunities for process improvements and contribute to the development of quality initiatives aimed at enhancing sales performance and customer satisfaction.</li>
<li>Stay updated on industry trends and changes in sales methodologies to continuously benchmark and improve quality standards.</li>
</ul><p><b>Requirements</b></p><ul>
<li>Bachelor&rsquo;s degree in Business, Marketing, or a related field.</li>
<li>2+ years of experience in sales quality assurance, sales analysis, or a similar role.</li>
<li>Strong analytical skills with the ability to interpret data, generate insights, and inform decision-making.</li>
<li>Excellent attention to detail and a commitment to maintaining high-quality standards.</li>
<li>Experience with CRM systems and sales analysis tools.</li>
<li>Excellent communication skills, both written and verbal, with the ability to provide constructive feedback.</li>
<li>Ability to work collaboratively in a team-oriented environment.</li>
<li>Proactive approach to problem-solving and process improvement.</li></ul></div>

Sales Quality Assurance Analyst

<div>
 At Pipeline Gurus, our commitment to excellence is reflected in every aspect of our Sales-as-a-Service operations. To uphold our high standards, we are looking for a detail-oriented
 <strong>
  Sales Quality Assurance Analyst
 </strong>
 to join our team. In this role, you will be responsible for assessing and analyzing our sales processes and interactions to ensure that our sales representatives meet and exceed quality standards. You will provide insights and recommendations based on your analysis to enhance effectiveness, improve the customer experience, and support the growth of our clients.
 <br/>
 <br/>
 <strong>
  Key Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Conduct regular evaluations of sales calls and communications to assess adherence to established quality standards and best practices
  </li>
  <li>
   Develop and maintain a systematic review process for monitoring sales interactions, ensuring compliance with company policies and procedures
  </li>
  <li>
   Analyze data and provide feedback to sales representatives and management regarding strengths and areas for improvement
  </li>
  <li>
   Collaborate with the training team to develop targeted training programs based on identified skill gaps and quality issues
  </li>
  <li>
   Generate reports and dashboards to track quality metrics, highlighting trends and performance indicators for sales teams
  </li>
  <li>
   Identify opportunities for process improvements and contribute to the development of quality initiatives aimed at enhancing sales performance and customer satisfaction
  </li>
  <li>
   Stay updated on industry trends and changes in sales methodologies to continuously benchmark and improve quality standards
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in Business, Marketing, or a related field
  </li>
  <li>
   2+ years of experience in sales quality assurance, sales analysis, or a similar role
  </li>
  <li>
   Strong analytical skills with the ability to interpret data, generate insights, and inform decision-making
  </li>
  <li>
   Excellent attention to detail and a commitment to maintaining high-quality standards
  </li>
  <li>
   Experience with CRM systems and sales analysis tools
  </li>
  <li>
   Excellent communication skills, both written and verbal, with the ability to provide constructive feedback
  </li>
  <li>
   Ability to work collaboratively in a team-oriented environment
  </li>
  <li>
   Proactive approach to problem-solving and process improvement
  </li>
 </ul>
</div>


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