Role & seniority: Quality Assurance Analyst / QA Lead (mid-to-senior) responsible for monitoring, evaluation, and driving QA-driven improvements; leads QA initiatives with QA SDL/Supervisor.

Stack/tools: QA monitoring and evaluation; real-time feedback sessions; weekly/monthly QE reporting; QA calibration; trend analysis; action planning with team leads; data/variance management (target ≤2.5% variance).

Top 3 responsibilities

Monitor and evaluate transactions for customer service quality and technical resolution; provide timely feedback.
Generate and trend QE reports; lead QA calibration and maintain low variance; conduct side-by-side coaching.
Develop and deliver action plans with team leaders and account associates; identify root causes and implement process improvements.

Must-have skills: strong analytical and root-cause analysis; ability to lead QA initiatives and calibrations; proficient in generating QA reports and actionable feedback; cross-functional collaboration and schedule discipline.
Nice-to-haves: experience in QA calibration activities; process improvement/continuous improvement background; familiarity with BPO/customer service environments; ability to implement new processes.
Location & work type: Global multi-location employer; full-time role with adherence to QA schedules; willingness to support call volume as needed.

Full Description

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Responsible for monitoring and evaluating transactions for exceptional customer service and technical resolution. Delivers feedback to Operations for continuous improvement. Delivers required number of QA monitors on a timely manner; · Generates and trends weekly/monthly QE related reports · Performs side-by-side sessions and provide real-time feedback · Participates on team meetings/huddles to share Quality and behavioral tagging trends · Participates in QA Calibration and maintain 2.5% variance or lower. · Works closely with the line leadership; · Develops and delivers action plans to TLs and Account Associates. · Skilled in pinpointing root cause/s for performance variance; · Keeps abreast of operational changes; · Upholds the ability to lead by successfully implementing new process; · Upholds corporate values and expected behavior. · Willing to support call volume when needed. · Adheres to the schedule set by the QA SDL / QA Supervisor. · Responsible for identifying and collecting best practices and share then with all QA · Works closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands. VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines and one of China's few US-based customer-care organizations. Private equity investor Bain Capital also backs VXI. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, VXI expanded our footprint in the US and Philippines and gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global services offering and enhancing our competitive position. In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This rare occurrence in the private equity space shows the performance VXI delivers for our clients, employees, and shareholders. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!