Remote Quality Analyst

Summary

Join Wing. in redefining the future of work by building a world-class team and placing operations on autopilot as an experienced quality assurance specialist.

Requirements

• Able to communicate effectively both written and verbal
• Strong interpersonal skills
• Strong organizational skills
• Ability to analyze and interpret data
• Ability to convert data to charts, table or graphs for easy understanding of users
• Able to identify performance or process gaps

Responsibilities

• Performing Quality Checks that are accurate and impartial on VA and Client interactions in the various communications tools utilized to ensure that compliance to the quality standards are followed and maintained
• Creating reports on Quality Checks done monthly or as the business dictates
• Maintaining a database on the quality scores of all Virtual Assistants to identify trends and opportunities for additional training or corrective actions
• Monitoring corrective action plans set by Virtual Assistants and Supervisors in the coaching sessions to ensure these address issues surfaced in the quality checks
• Facilitating regular calibration sessions with other Quality Analysts to ensure consistent and fair scoring across all teams
• Facilitating Quality Guideline rollouts for new hires
• Participating in process improvement designs related to quality (identify new KPIs), technology, agent-customer interaction flows, etc
• Maintaining a database of exceptional VA and Client interactions for future use of Training, Marketing or Sales
• Performing information security audits on communication tools used as needed by the business

Benefits

Remote work