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QA Review Specialist in Mountain View/Palo Alto at Vaco

Date Posted: 8/2/2018

Job Snapshot

Job Description

Start date of 8/27 - Interviewing this week!

Description:

We are looking for diligent quality reviewers that insist on the highest standards.

This role requires the ability to enhance the development of our client's product through sampling and reviewing the work of front line associates. You will provide developmental feedback to front line agents, uncover defects and escalate processing issues and trends to the product team. In this role you will be responsible to assist in building the QA workflow including scope, documentation, methodology, scripting, sampling methodology and scoring framework.

Responsibilities:


  • Provides quality review analysis and recommends appropriate training as needed

  • Identify common errors, applying policy knowledge and tool understanding to find defects

  • Tracks and trends audit feedback received from Partners

  • Interacts with product team on a daily basis to provide summary of errors, root cause analysis and bugs associated with policy and product issues identified during QA reviews

  • Maintain performance standards documentation on employees audited in order to provide feedback to the employees

  • Provides exceptional customer service

  • Identify and escalate critical processing defects uncovered during quality reviews

  • Assists in providing reporting and metric information related to quality reviews and defect tracking including daily, weekly, monthly and quarterly business reviews

  • Performs trend analysis and data mining exercises

  • Help out with various other QC projects, on an as-needed basis

  • Apply regional social/ cultural understanding to identify defects



Minimum Qualifications:

  • Proven track record in a fast-paced, demanding environment

  • Excellent transparent and direct communication skills, both written and verbal

  • Strong attention to detail

  • Ability to participate in a bottoms up culture of process excellence

  • Comfortable creating and improving processes

  • Good understanding of quality success metrics

  • Able to work effectively in an independent or group setting

  • Comfortable escalating issues and defects to higher level managers



Preferred Qualifications:

  • 2+ years of experience as a Quality Reviewer or a capacity of checking employees' work

  • Experience with partner support

  • Experience working in customer data collection environment

  • Ability to improve employees work through review, feedback and supporting the training and coaching process

  • Experience with Google Apps (Gmail, Calendar, Sheets, Slides)