Quality Assurance Analyst

About the job Quality Assurance Analyst -

Testing the components and overall functionality of product and services to diagnose any loopholes that sacrifice the expectations of the consumer. The incumbent will be expected to develop and support the planning, design, and execution of test plans, test scripts, and process plans for projects. The incumbent will work closely with various departments to perform and validate test cases based on quality requirements, and recommend changes to predetermined quality guidelines.

• 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 targets and ensuring advisors are aligned with client & business objectives.
• 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 accuracy and giving feedback to the agents.
• Handling calibrations calls with clients, external teams and internal processes.
• Handling refresher training sessions on product & soft skills for agents to ensure perfection.
• Conducting collective & individual quality feedback sessions for agents on areas of improvement. Handling briefings, dipsticks & quality sessions of the team.
• Monitor inbound & outbound calls and email responses to assess associate 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; and make recommendations for enhancements to training materials.
• Participate in design of call monitoring formats and quality standards.
• Perform call and email monitoring and provide trend data to the management team.
• Use quality monitoring data management system to compile and track performance at team and individual level.

• 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 organization 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.

• 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 Dev Ops.
• API testing experience.

• Meticulous attention to detail.
• Analytical mindset.

• Regularly work extended and irregular hours.
• Pressure/stress from the need to meet tight deadlines.

• External:
  Business Partners and Consultants.
• Internal:
  Senior Managers and Managers within TFOB, Project Teams.

• Demonstrate strong attention to detail and have analytical and problem‑solving abilities.
• Adherence to team established technical and information security standards and practices.
• Timely delivery of agreed daily, weekly and monthly KPIs.