senior quality assurance 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)

SoFi

<div><div>Employee Applicant Privacy Notice

Who we are:
<div>
Shape a brighter financial future with us.

Together with our members, we're changing the way people think about and interact with personal finance.

We're a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we're at the forefront. We're proud to come to work every day knowing that what we do has a direct impact on people's lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
</div></div>
The role

The Quality Assurance Analyst works cross-functionally with business units across Operations to help ensure adherence to policies, procedures and compliance expectations. The QA 
Analyst serves as a Subject Matter Expert and proactively supports their assigned business units with data analytics, recommendations and proposed action plans to maintain 
performance.

What you'll do:
<ul><li>Oversee quality assurance testing, including organizing and delivering monthly analysis data to senior leadership across various business units</li><li>Support and maintain quality assurance evaluation forms, documents, and Standard Operating Procedures</li><li>Analyze and understand root causes of poor member experience and partner across the organization to drive change</li><li>Proactively identify risks and opportunities within each business unit, addressing and/or escalating issues to stakeholders and business unit leaders</li><li>Understand and interpret processes within each SoFi product to recommend appropriate control points to ensure safety and soundness of functionality</li><li>Develop and implement strategy for evaluation, including the following focus areas: testing methodology, standard operating procedures, and frequency of testing (e.g., random and targeted testing on an as-needed basis)</li><li>Partner with PMO and Engineering on automation and enhancements to processes</li><li>Assess project risks, identify contingency actions, and develop/manage a risk plan</li><li>Communicate ongoing evaluation and project performance with key stakeholders and business leadership</li></ul>
<ul><li>Establish and maintain an effective feedback loop with stakeholders and business unit leaders</li><li>Maintain an awareness of and act in accordance with team goals and business unit policies</li><li>Support special projects and seek efficiencies within QA processes</li><li>QA production support when necessary</li></ul>

What you'll need:
<ul><li>Must have previous SoFi QA, Home Loans, Review, MET or Money experience</li><li>Self-motivated and able to work independently applying analytical skills required to manage reviewing tasks</li><li>Strong understanding of lending and financial services, including operations and compliance</li><li>Understanding of statistical and targeted loan sampling concepts</li><li>Good communication skills</li><li>Ability to work independently, self-motivated</li><li>Ability to work and accomplish goals with minimal supervision</li><li>Ability to multi-task and manage competing priorities</li><li>Must be detail oriented with an ability to work in a fast-paced environment</li><li>Proficient with Microsoft Office Suite (Word, Excel, PowerPoint)</li></ul><div><div>
Compensation and Benefits</div>
<div>The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate's experience, skills, and location.</div>
<div></div>
<div>To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!</div>
<h5 class="jobSectionHeader">SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.</h5>
<h5 class="jobSectionHeader">The Company hires the best qualified candidate for the job, without regard to protected characteristics.</h5>
<h5 class="jobSectionHeader">Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.</h5>
<h5 class="jobSectionHeader">New York applicants: Notice of Employee Rights</h5>
<h5 class="jobSectionHeader">SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.</h5>
<h5 class="jobSectionHeader">Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.</h5>
<div>Internal Employees</div>
<div>If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.</div></div></div>

Quality Assurance Analyst, Reporting and Analytics

SunExpress

<div>
 
 We&rsquo;re seeking a proactive and analytical
 
 Senior Risk &amp; Assurance Analyst
 
 to lead our supplier risk and assurance efforts. You&rsquo;ll be instrumental in protecting SunExpress from third-party and supply chain security risks, ensuring our partners meet rigorous information and cyber security standards.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 <ul>
 <li>
 Conduct risk assessments of third-party suppliers using SunExpress supplier and risk framework
 </li>
 <li>
 Lead supplier assurance activities: document reviews, security questionnaires, and site audits
 </li>
 <li>
 Evaluate supplier security practices, contracts, and operational controls
 </li>
 <li>
 Advise internal stakeholders and suppliers on security requirements and remediation strategies
 </li>
 <li>
 Collaborate with Procurement, Legal, Data Protection and Risk teams to embed security into supplier contracts and practices
 </li>
 <li>
 Track and report supplier risks, remediation actions, and assurance outcomes
 </li>
 <li>
 Contribute to continuous improvement of third-party risk management processes
 </li>
 <li>
 Operate in a professional, international environment where English is the primary business language
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Skills
 
 
 
 
 
 <ul>
 <li>
 Minimum - bachelor&rsquo;s degree in computer science/information security or a related field.
 </li>
 <li>
 6+ years proven and demonstrable experience in information security, assurance, or third-party risk management.
 </li>
 <li>
 Strong knowledge of security frameworks (e.g., ISO 27001, NIST, CIS).
 </li>
 <li>
 Familiarity with supplier contracts and embedding security requirements.
 </li>
 <li>
 Ability to communicate security risks to technical and non-technical audiences.
 </li>
 <li>
 Analytical mindset with a self-starter attitude.
 </li>
 <li>
 Excellent English communication skills (written and verbal).
 </li>
 <li>
 Professional certifications such as CISM, CISA, or ISO 27001 Lead Auditor/Implementer are a plus
 </li>
 </ul>
 
 
 
 
 
 SunExpress, as an Equal Opportunity Employer, welcomes all applicants independent of individual differences. We believe that having a diversified talent is our biggest strength. All decisions about our current and potential talent are based solely on criteria that have nothing to do with an applicant's attributes that are irrelevant to job performance; at SunExpress, we only focus on competency, know-how, skills, and experience.
 
 
</div>

Senior Risk & Assurance Analyst

Hikal Real Estate

A Senior Quality Assurance (QA) Engineer is responsible for overseeing the development of quality standards, planning and executing test strategies, and ensuring the reliability and performance of software products.Responsibilities:<ul><li>Test Strategy and Planning</li><li>Develop and implement comprehensive test plans and strategies.</li><li>Ensure test coverage for functionality, performance, security, and scalability.</li><li>Quality Assurance Execution</li><li>Conduct manual and automated tests to identify issues.</li><li>Collaborate with development teams to resolve bugs and improve quality.</li><li>Reporting and Analytics</li><li>Analyze test results, generate reports, and provide actionable insights.</li><li>Assist in implementing QA metrics to track product quality and team performance.</li><li>Process Improvement</li><li>Continuously enhance QA processes to optimize efficiency.</li><li>Ensure compliance with company and industry standards.</li></ul>Requirements:<ul><li>Bachelor&rsquo;s degree in Computer Science, Engineering, or a related field.</li><li>4+ years of experience in Quality Assurance roles.</li><li>Proficiency in automated testing tools (Selenium, JUnit).</li><li>Work on CI/CD Pipeline Automations.</li><li>Strong knowledge of QA methodologies, Agile processes, and SDLC.</li><li>Excellent communication and leadership skills.</li><li>Ability to troubleshoot and analyze software defects effectively.</li></ul>Job Type: Full-timePay: From Rs50,000.00 per monthWork Location: Remote

Senior Quality Assurance Engineer

<div>
 
 Position Overview
 
 
 The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client&rsquo;s expectations and increase our end user&rsquo;s, OCEs and client&rsquo;s satisfaction.
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Maintain independence and objectivity while evaluating and assessing OCEs quality performance.
 </li>
 <li>
 Ensuring independence in Quality Assurance (QA) evaluations of Operations CustomerExperts (OCEs) is crucial to maintaining fairness, accuracy, and credibility.
 </li>
 <li>
 Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences.
 </li>
 <li>
 Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
 </li>
 <li>
 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
 </li>
 <li>
 Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
 </li>
 <li>
 Findings/identification that allow the improvement of OCEs - Operations CustomerExperts and operational results.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
 </li>
 <li>
 Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
 </li>
 <li>
 Provide valuable information about the project to the Quality Assurance Assistance Manager.
 </li>
 <li>
 Deliver productivity.
 </li>
 <li>
 Identify training needs.
 </li>
 <li>
 Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
 </li>
 <li>
 Interaction with other departments in order to improve or maximize results.
 </li>
 <li>
 Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Ensure all TP processes, procedures and policies are fulfilled.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Qualifications
 
 <ul>
 <li>
 Bachelor&rsquo;s degree
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 Work Experience: up to two years of experience in Contact Center.
 </li>
 </ul>
 
 
 
 
 
 
 
 Soft Skills &amp;Other Requirements
 
 
 
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
 </li>
 <li>
 Understands contact center business and trends.
 </li>
 <li>
 Analytical skills and proactive reporting insights. Skills to be trained:
 </li>
 <li>
 Client Product Training; Use of production tools.
 </li>
 <li>
 Use of phone - email System.
 </li>
 <li>
 Use of BMS System. Competencies and specific skills:
 </li>
 <li>
 Achievement oriented.
 </li>
 <li>
 Communication skills.
 </li>
 <li>
 Customer oriented.
 </li>
 <li>
 Diversity orientation.
 </li>
 <li>
 Judgment.
 </li>
 </ul>
 
 
</div>

Quality Assurance Analyst (Customer Service)

Pipeline Gurus

<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
 
 Sales Quality Assurance Analyst
 
 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.
 
 
 
 Key Responsibilities:
 
 
 
 <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>
 
 Requirements
 
 
 
 <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>

Sales Quality Assurance Analyst

Tech Mahindra

<div>
 
 
 About Us:
 
 
 
 Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 150,000+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience &amp; design services, AI &amp; analytics, and cloud &amp; infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative&rsquo;s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future.
 
 
 Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies.
 
 
 Visit www.techmahindra.com to #ScaleAtSpeed
 
 
 
 
 
 
 Position Title:
 
 Senior Quality Assurance Engineer &ndash; ERP Solutions
 
 
 
 Location:
 
 Doha, Qatar
 
 
 
 
 
 
 Job Description
 
 
 
 We are looking for a detail-oriented and experienced (5+ years) Senior Quality Assurance (QA) Engineer to lead the testing efforts for our ERP (Enterprise Resource Planning) solutions. The ideal candidate will have a strong background in manual and automated testing, a deep understanding of ERP workflows (such as finance, supply chain, HR, or manufacturing), and experience working in agile environments. As a senior QA engineer, you will play a critical role in ensuring the delivery of high-quality, stable, and scalable ERP software to meet complex business needs.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Lead and coordinate testing activities for ERP modules across multiple releases and projects.
 </li>
 <li>
 Develop, maintain, and execute detailed test plans, test cases, and test scripts for functional, regression, integration, and performance testing.
 </li>
 <li>
 Collaborate with business analysts, developers, and product owners to understand requirements and translate them into effective test strategies.
 </li>
 <li>
 Identify, document, and track bugs or issues, and work closely with the development team to resolve them.
 </li>
 <li>
 Perform end-to-end testing across ERP workflows including financials, procurement, inventory, human resources, and other business processes.
 </li>
 <li>
 Validate data accuracy between ERP systems and integrated third-party applications (e.g., CRMs, reporting tools).
 </li>
 <li>
 Monitor system performance and help identify root causes of any performance bottlenecks.
 </li>
 <li>
 Ensure quality standards and compliance with internal policies, industry best practices, and regulatory requirements.
 </li>
 <li>
 Provide mentorship and guidance to junior QA team members and contribute to process improvements.
 </li>
 </ul>
 
 
 Required Qualifications
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Information Technology, Engineering, or related field.
 </li>
 <li>
 5+ years of hands-on experience in software quality assurance, with at least 2+ years focused on ERP systems (such as SAP, Oracle ERP, Microsoft Dynamics, NetSuite, or similar).
 </li>
 <li>
 Strong understanding of ERP modules and workflows (finance, supply chain, HR, etc.).
 </li>
 <li>
 Experience with QA methodologies, test case management, defect tracking, and software development lifecycle (SDLC).
 </li>
 <li>
 Familiarity with SQL for data validation and backend testing.
 </li>
 </ul>
 
 
 
 
 
 How To Apply:
 
 
 
 It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page, or you can also share resume directly to provided email address. We look forward to receiving your application!
 
 
 
 
 
 Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
 
</div>

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