QA Analyst

About Helpware

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Responsibilities

• Supports Operations in enhancing its Quality of Service through transaction and/or process audits. Reviews the performance of existing processes, highlights gaps and reports areas for improvement.
• Monitor and Evaluate Customer Interactions: Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
• Document findings accurately and consistently to support fair and objective evaluations.
• Provide Feedback and Coaching Support: Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
• Support coaching sessions by identifying specific behaviors and opportunities for improvement.
• Track Quality Metrics and Trends: Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
• Prepare reports and summaries that help leadership make informed decisions.
• Ensure Compliance with Standards: Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.
• Escalate quality or compliance concerns when necessary.
• Participate in Calibration and Improvement Initiatives: Join calibration sessions to maintain scoring consistency across evaluators and operational teams.
• Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.

Requirements

• Bachelor’s degree (preferably with background in Statistics and Research and Testing)
• Has any QA Centric Training/Certification like TQM, Six Sigma, COPC, etc. is a plus
• One year working experience in a call center, customer service, or quality control field with impeccable performance (preferably within the Quality Assurance field). Has average to advance knowledge of Quality Control Tools and Systems.
• Proficiency with Google suite, MS Office applications (i.e. MS Word, Excel, Powerpoint), knowledge on Statistical applications like Minitab and SPSS is an advantage.
• Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.
• Enthusiastic and highly productive, detail oriented and quality-minded