Note: The job is a remote job and is open to candidates in USA. TekWissen is a global workforce management provider offering strategic talent solutions to clients worldwide. The QA Analyst oversees quality assurance for BPO contact sites, monitors vendor performance, conducts audits, manages corrective actions, and drives continuous improvement in collaboration with client operations and leadership teams.
Responsibilities
- Develop, implement, and maintain quality management systems in compliance with company standards and organizational values
- Lead quality assurance and quality control activities across BPO vendor sites
- Establish and monitor key quality metrics to ensure product and process compliance
- Conduct internal audits and coordinate external audits with regulatory bodies and vendors
- Participate in vendor improvement meetings/discussions
- Drive continuous improvement initiatives to enhance product quality, reduce defects, and improve customer satisfaction
- Manage non-conformance reports, root cause analysis, and corrective/preventive actions (CAPA)
- Collaborate with cross-functional teams to ensure quality requirements are integrated into contact center policies/training documentation
- Provide training and guidance to staff on quality standards, procedures, and best practices
- May be asked to investigate potential recurring issues and incompatibilities
- Maintain documentation and records related to quality processes and certifications
Skills
- Education and Experience: High School education or equivalent (other geographies) India & Philippines (diploma degree)
- Proven track record of leading quality teams and implementing quality systems
- Experience with problem-solving approaches such as Eight Disciplines (8D) or 5-Why Root-Cause Analysis, or other relevant quality standards
- Minimum of 5–7 years of experience in quality/leadership role(s) within the customer service industry. (contact center preferred)
- Strong analytical and problem-solving skills
- Excellent communication and leadership abilities
- Proficiency in quality management software and tools
- Ability to work collaboratively across departments
- Strong customer service orientation with a focus on quality/soft skills Minimum C1 Proficiency in English
- Excellent communication skills, both written and verbal in supported language(s)
- Familiarity and experience with computer operation, with emphasis on the Mac OS and Windows Environment
- Ability to multitask in multiple applications
- Ability to perform professionally in a high stress environment
- Ability to be self-motivated and work under minimal supervision
- Be detail-oriented, organized, dependable, and a team player
- Able to accept constructive feedback (coachable)
- A continuous improvement focused on professional development
- Strong problem-solving abilities
- Experience with Microsoft Office tools. (Excel, Word, PowerPoint)
Benefits
- Work Location: Remote
- Work Type: Remote
Company Overview
Company H1B Sponsorship