Quality Assurance Analyst

Job Summary

A company is looking for a Quality Assurance Specialist to enhance customer experience through data-driven insights and process optimization.

Key Responsibilities

• Implement and utilize NICE InContact Speech Analytics to analyze customer interactions and assess agent performance
• Analyze customer interaction patterns to identify process inefficiencies and recommend improvements
• Assist in leading process improvement initiatives using frameworks like Lean Six Sigma

Required Qualifications

• 3+ years of experience in QA analytics, customer experience analytics, or business process improvement
• Proficiency in NICE InContact Speech Analytics, predictive analytics, and sentiment analysis tools
• Strong understanding of CX performance metrics (FCR, NPS, CSAT, VoC)
• Experience with data visualization tools (Power BI, Tableau) and data querying (SQL preferred)
• Familiarity with AI-based solutions for workflow automation