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Role Overview
The Quality Assurance Analyst at Coforge, based in Augusta, GA, plays a critical role in overseeing the quality of customer interactions. This position involves continuous evaluation to ensure compliance with client specifications, company policies, regulatory standards, and quality benchmarks.
Key Responsibilities
- Monitor, assess, and analyze customer interactions to maintain high standards of service and compliance.
- Identify performance shortfalls, coaching opportunities, and suggest process enhancements that foster superior customer experiences and operational effectiveness.
- Collaborate with teams across Operations, Training, Workforce Management, Customer and Client Services to promote ongoing improvements using data-driven insights and quality assurance frameworks.
Candidate Profile and Skills
- Experience working in banking, financial services, or call center environments.
- Proven background in auditing quality of work, spotting trends, root cause analysis, and offering constructive feedback.
- Knowledge of Lean Six Sigma or continuous improvement practices is advantageous; possessing a Green Belt certification is beneficial but not essential.
- Strong analytical aptitude, meticulous attention to detail, and proficiency with quality metrics and reporting tools.