Quality Assurance Analyst
Company: VirtualVocations
Location: West Covina
Posted on: April 5, 2025
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Job Description:
A company is looking for a Quality Assurance Specialist.
Key Responsibilities
Implement and utilize NICE InContact Speech Analytics to analyze
customer interactions and assess agent performance
Analyze customer interaction patterns to identify process
inefficiencies and recommend data-driven improvements
Assist in leading process improvement initiatives and communicate
findings to stakeholders
Required Qualifications
3+ years of experience in QA analytics, customer experience
analytics, or business process improvement
Proficiency in NICE InContact Speech Analytics and predictive
analytics tools
Strong understanding of CX performance metrics such as FCR, NPS,
and CSAT
Experience with data visualization tools and data querying (SQL
preferred)
Familiarity with process mapping and workflow optimization
techniques
Keywords: VirtualVocations, Oxnard , Quality Assurance Analyst, Professions , West Covina, California
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