QA Analyst - Italian Speakers ONLY

Job Summary:

Analyze raw data and present results based on internal procedures. Analyze trends and patterns found in the data, to assist the company in interpreting and making decisions.

Key Responsibilities

• Analyze data according to defined business rules and procedures • Analyze CSAT/DSAT data and provide root cause analysis 

• Provide reports and analysis to assist others to track progress and optimize their focus on the areas of their interest and new trends 

• Highlight weaknesses based on data analysis for improvement purposes 

• Conduct comment analysis 

• Maintain and update frequently Client and TP reports 

• Calculate statistically valid sample size of Transaction monitoring for all types of transactions and assign it to the CSS/QA Representatives for execution 

• Prepare & update the Transaction monitoring plan on a weekly/monthly basis 

• Follow up on sample size completion 

• Organize and coordinate calibration sessions, gather, analyze and communicate the results 

• Prepare and communicate analysis for New Hires to identify training needs and opportunities for improvement of recruiting profiles 

• Take calls for educational purposes every week 

• Monitor transactions in case that are calibrated and based on language skills for support 

• Work with Management to prioritize business needs 

• Attend planned meetings and deliver feedback related to team performance (DSM/DMAIC/Process Level improvements) 

• Provide analysis needed and participate in Problem Solving Process-DMAIC sessions 

• Be positive and proactive and have a desire to apply continuous improvement processes 

• Follow and apply Regulations regarding Personal & Performance Data Confidentiality & Security 

• Ensure adherence to regulations, company policies internal and external Standards 

• Attend recurrent training published by the Client/Company regularly