TheHiveCareers · 1 month ago
Quality Assurance Analyst -
United States
Full-time
Remote
Mid Level
3+ years expTheHiveCareers is seeking a Quality Assurance Analyst to ensure the functionality and quality of their products and services. The role involves developing and executing test plans, identifying defects, and collaborating with various teams to maintain quality standards throughout the software development lifecycle.
Human Resources
Responsibilities
Ensure that the end product meets the minimum quality standards, is fully functional and user-friendly
Develop and execute test plans to ensure that all objectives are met
Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product
Identify and remedy defects within the production process
Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
Compile and analyze statistical data
Ensure that user expectations are met during the testing process
Draft quality assurance policies and procedures
Investigate customer complaints and product issues
Ensure ongoing compliance with quality and industry regulatory requirements
Write automation scripts to improve the quality and timeliness of testing
Create logs to document testing phases and defects
Communicate bugs, errors and status to development, QA and management teams in a clear and timely manner
Work with the Project Management and Business Analyst team to make sure requirements are tested and defects are logged and re-tested to closure
Conduct post-release/ post-implementation testing
Work with cross-functional teams to ensure quality throughout the software development lifecycle
Analysis and editing, KRA, conducting quality audits, Dip checks, feedback sessions, Calibration, live barge, providing training to agents on quality parameters, publish quality report and, RCA As KPI
Process contribution by achieving my targets and to make sure that advisors are doing whatever client & business has settled to achieve
Providing quality assurance expertise to teams and handling independently the entire flow of feedback mechanism
Analyzing Calls taken by Agents through Call Evaluations with High degree of Accuracy and giving feedback to the agents
Handling calibrations calls with Clients, external teams and in internal processes
Handling refresher training sessions on product & soft skills for the agents to ensure perfection
Conducting Collective & Individual Quality Feedback Sessions for Agents on Areas of Improvement. Handling Briefings, Dipsticks & Quality Sessions of Team
Monitor inbound & outbound calls and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to University policies and procedures
Assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials
Participates in design of call monitoring formats and quality standards
Performs call and email monitoring and provides trend data to the management team
Uses quality monitoring data management system to compile and track performance at team and individual level
Qualification
Required
A bachelor's degree in computer science, information systems or a related field
Experience in quality inspection, auditing, and testing
A minimum of 3 years of experience working in QA testing automation and development
Solid experience with QA automation tools (Selenium preferred)
Experience with SQL Databases, queries, and Database integration
Experience with Agile and Waterfall methodologies
Experience with a bug tracking software like Jira, TFS, or Azure DevOps
Financial Services experience
API testing experience
Ability to interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues
Attention to detail and ability to identify, isolate, and reproduce defects
Very good communication skills
Excellent analytical skills
Strong work organizations skills
Strong scripting or coding skills (Java, Python)
Excellent communication skills, both written and verbal
Strong computer skills and knowledge of QA databases and applications
Strong analytical and problem-solving skills
Company
TheHiveCareers
TheHiveCareers is the Caribbean’s leading workforce and talent development platform, connecting businesses with skilled professionals for freelance, contract, project-based, and permanent roles.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Melarka Williams
Founder and CEO
Company data provided by crunchbase