About the role: As a Quality Assurance Analyst, you will play a pivotal role in ensuring the quality and efficiency of our service desk operations. This multifaceted position encompasses responsibilities in Workforce Management (WFM), Queue Coordination (QC), and Quality Assurance (QA). You will be responsible for monitoring, assessing, and improving various aspects of our contact center operations to ensure optimal performance and client satisfaction. If you are a detail-oriented, analytical thinker with a passion for ensuring top-notch customer service, and maintaining and improving the quality of our customer interactions, this is the perfect opportunity for you.

　　What You’ll Do:

　　Monitor scheduled tickets and efficiently assign unassigned tickets to engineers with the appropriate skills.

　　Continuously monitor agent states for any variances from typical norms and promptly alert the appropriate personnel as necessary.

　　Perform evaluations of agent interactions as assigned to assess service quality.

　　Conduct collaborative evaluations with agents to provide constructive feedback and enhance performance.

　　Review engineer QA performance directly with engineers, sharing QA metrics and fostering improvement.

　　Identify and report opportunities for engineer or documentation improvement through established processes.

　　Leverage sentiment and keyword analysis to identify interactions that deviate from established processes.

　　Effectively assign and schedule coaching plans for agents and conduct post-session recaps to confirm material comprehension.

　　Respond to and act on engineer absence notifications promptly, ensuring accurate representation of employee schedules, including planned and unplanned absences.

　　Maintain an up-to-date engineer schedule to ensure workforce continuity.

　　What Skills & Experience You’ll Need:

　　Proven experience in quality assurance, workforce management, or a related role.

　　Familiarity with contact center operations and ticketing systems.

　　Strong analytical skills and attention to detail.

　　Excellent communication and interpersonal skills.

　　Proficiency in using quality evaluation tools and software.

　　Ability to provide constructive feedback and coaching.

　　Capacity to work independently and collaboratively within a team.

　　Problem-solving skills and the ability to adapt to a dynamic environment.

　　Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender/gender expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!

　　Dataprise is an Equal Opportunity Employer.

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