QA Analyst

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Position Summary:
Supports Operations in enhancing its Quality of Service through transaction and/or process audits. Reviews the performance of existing processes, highlights gaps and reports areas for improvement.
Primary Responsibilities:
Monitor and Evaluate Customer Interactions:
Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
Document findings accurately and consistently to support fair and objective evaluations.
Provide Feedback and Coaching Support:
Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
Support coaching sessions by identifying specific behaviors and opportunities for improvement.
Track Quality Metrics and Trends:
Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
Prepare reports and summaries that help leadership make informed decisions.
Ensure Compliance with Standards:
Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.
Escalate quality or compliance concerns when necessary.
Participate in Calibration and Improvement Initiatives:
Join calibration sessions to maintain scoring consistency across evaluators and operational teams.
Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.

Requirements

Bachelor’s degree (preferably with background in Statistics and Research and Testing)
Has any QA Centric Training/Certification like TQM, Six Sigma, COPC, etc. is a plus
One year working experience in a call center, customer service, or quality control field with impeccable performance (preferably within the Quality Assurance field). Has average to advance knowledge of Quality Control Tools and Systems.
Proficiency with Google suite, MS Office applications (i.e. MS Word, Excel, Powerpoint), knowledge on Statistical applications like Minitab and SPSS is an advantage.
Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.
With strong attention to detail
Enthusiastic and highly productive, detail oriented and quality-minded