Oferta pracy

QA Analyst I with Spanish or Italian

MoneygramO firmie

Moneygram

Konstruktorska 13

Warszawa

MoneyGram is a global provider of innovative money transfer and payment services. Our mission is to connect friends and family throughout the world anyway that is convenient by providing a reliable financial connection for life's essentials and daily needs. Our services have the ability to positively impact millions of lives every day
QA Analyst I with Spanish or ItalianNumer ref.: 99682
The QA Analyst I meets daily, weekly, and monthly evaluation quotas. Evaluating, monitoring, and recording evaluation data are essential duties of the job. Participating in QA related meetings (e.g. calibration sessions, dispute meetings, etc�) is an expectation.
Primary Responsibilities
  • Monitors and evaluates new hire calls during agent training, OJT, and production period.
  • Monitors and evaluates calls for existing employees both internally and externally.
  • Provides feedback to new hire and existing employees via the evaluation process.
  • Meets daily, weekly, and monthly evaluation quotas as assigned.
  • Identifies and documents trends observed on calls regarding daily operations, newly released products, and operational changes for project owners and leadership.
  • Attends a mix of CAB sessions, team meetings, and other QA related meetings to communicate findings and stay informed of new trends.
  • Stays informed of all organizational changes including but not limited to new products and changes in processes.
  • Conducts call searches for multiple departments across the organization.
  • Performs other duties as assigned.
Education
  • Associate Degree or equivalent work experience.
Experience
  • 1 year experience in quality assurance
  • 1 year experience in call handling.
Essential Skills
  • Clear communicator (written and verbal)#CD# to ensure ability to properly document and communicate QA related items.
  • Have a positive teamwork/collaborative approach to all duties.
  • Ability to work effectively under tight deadlines and successfully handle multiple/detail-oriented tasks.
  • Demonstrate a high level of subject matter expertise in the QA area to support business requirements.
  • Practice knowledge transfer and foster change management to support organizational change.
  • Continually focus on individual and team member development.
  • Multiple language skills, desired.
  • Strong attention to detail.
  • Excellent time management skills.
  • Skillful in handling difficult situations.
  • Intermediate to advanced Microsoft Office skills.

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