Quality Assurance Analyst

Job DetailsJob Location: Remote, RomaniaSalary Range: lei1.00 - lei1.00 Salary/monthTravel Percentage: NegligibleJob Category: QA - Quality ControlThe role of Quality Assurance Analyst is to ensure all quality initiatives meet the company’s standards for service, professionalism, and compliance. This role is also responsible for monitoring and evaluating inbound and outbound calls as well as account treatment to make certain quality, accuracy, and consistency is maintained. Additionally, this role will assist with identifying trends and meeting with business line managers to provide feedback.  PRIMARY JOB DUTIES  Monitor calls and action taken on accounts to ensure that all processes and procedures used by employees are followed/adhered to at the level required by the client.  Provide guidance, expert analysis and feedback to team members and management.  Maintain quality assurance analytical systems (SharePoint and VoizTrail) to ensure high-quality standards, effective reporting and alignment with business line needs.  If identified, appropriately escalate received complaints to a QA Analyst III or Team Lead for handling.  At all times maintain confidentiality of all aspects of position, which includes, but not limited to, call details, account reviews, employee performance levels, complaints and development needs,  Active participation in internal team meetings as well as collective meetings with the departments we service.  Function as backup to other team members if required, to ensure completion of all daily responsibilities.   Foster effective communication and collaboration between countries and cultures within all regions.  EEO STATEMENT   Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.  QualificationsCOMPETENCIES  Minimum high school graduate, preferably in a technical domain;  Similar QA experience is a major advantage;  Proficient in navigating computer software and MS Office (Excel, Outlook, Teams);  Highly proficient in English language;  Proficient communication and comprehension skills, including professional written and telephone communication;  Time management and organization skills.  WORK HOURS   Monday-Friday: 16:00-00:50 Romania time