Quality Assurance Analyst
Lynn Recruitment is currently working in connection with their client to recruit a Quality Assurance Analyst for their Belfast based business. This will be a full-time, temporary position, consisting of 40 hours per week, at a rate of £10 per hour.
The perfect Quality Assurance Analyst will be responsible for the overall quality of customer interactions, making improvement recommendations to the Quality Assurance Manager and monitoring the results of stated recommendations.
Must be fully flexible as you may be required to work between Monday-Sunday 7:00am to 11:00pm, however this is subject to change.
Completion of the following duties are required –-Analyse call transactions to verify compliance with policies and procedures.-Review processes to identify improvement opportunities and suggest realistic solutions.-Be involved in developing an improved governance culture.-Participate in ad hoc/special projects.-Conduct Ticket Data Analysis and Error Analysis.-Provide feedback to agents and suggestions for improvement.-Publish dashboards at defined intervals.-Drive quality initiatives and perform business intelligence.-Provide data inputs to internal stakeholders.-Ensure confidentiality, availability and integrity of data.-Establish controls on transaction processing, aiming for a zero defect output.-Report and publish transaction quality metrics.-Publish dashboards.-Provide feedback and suggestions for improvement.-GAP analysis and controls.-Error analysis and root cause analysis for process deviations.-Adherence and record maintenance to internal and external QMS audit requirements.-Continuous focus and drive to meet and exceed SLAs.-Drive organisation level quality initiatives.
It is essential that candidates meet the following criteria –-A minimum of 2 years’ experience in a Quality Assurance based role.-Flexibility and availability for any ad hoc business requirements.-Six Sigma Yellow Belt Trained/Certified.-Understanding of the process, evaluation, feedback, reporting and analysis.-Excellent problem solving capabilities and lateral thinking skills.-Analytical mind set having a knowledge of seven quality tools.-Ability to handle pressure and a natural go getter.-Understanding of the business situation and capability to address issues.-Understanding of Quality Management System.-Should be a technical graduate.-Proficient in MS Office and presentation skills.-Language proficiency – English (excellent communication skills- verbal & written).
Desirable criteria –-Experience in tech sales would be desirable.
Bonus and rewards –-City centre location.-Close to public transport links.-Canteen and washroom facilities.
For this role Lynn Recruitment is acting in the capacity of an employment business.
Lynn Recruitment is an equal opportunities employer and a Corporate Member of the Recruitment and Employment Confederation (REC).
Lynn Recruitment adheres to all current employment legislation.
Please note that only those candidates shortlisted may be contacted.