Quality Assurance Analyst

Duties & Responsibilities:
Problem Identification and Analysis
- Investigates missed incidents and customer (internal/external) complaints;
- Identify root cause, risks, trends, patterns, threats, and operational challenges to be communicated to Monitoring Center Manager.
- Analysis of strategic plans and reviews in the Surveillance processes;
- Formulate recommendations to prevent further deviation from the standard process and/or promote continuous improvement of processes.
Recommendations are to be communicated to Monitoring Center Manager.
Performance Monitoring
- Achieves quality assurance of operational objectives by contributing information and analysis to strategic plans and reviews;
- Preparing and completing reports on trends, patterns, threats, and analysis on productivity; quality, and customer-service standards;
- Operations Audits to establish alignment of Operational standards and recommend improvements

Overall Communication
- Provide timely feedback and Performance Management data to Monitoring Center Manager, Supervisors, Team Leads, and Video Surveillance Operators to correct and prevent further deviation from the standard processes.
- Collaborate and recommend with the Training Specialist and Monitoring Center Manager to develop instructional materials for training courses and executing training plans;
- Communicate process updates to the Monitoring Center
- Ability to coach and train Monitoring Center staff effectively and efficiently

Ad Hoc
- Perform other duties as assigned
- Ability to provide support to operations
- Ability to execute Team Lead & Supervisor roles as needed by Operations.
Qualifications:

- Graduate of any 4- course Minimum of 1-year experience in a Quality Assurance role
- Lean Six Sigma certification is an advantage
- Good working knowledge of MS office software
- Excellent computer skills
- Highly detail-oriented to ensure that all work performed by staff is of the highest quality and meets all internal and external policy and procedural requirements
- Excellent communication (oral and written) skills
- Ability to manage priorities
- Time management and organizational skills
- Interpersonal skills, self-confidence, leadership capabilities
- The ability to communicate in a clear, simple, constructive, and effective fashion
- A customer-oriented approach
- Good decision making and problem-solving skills in a changing environment
- Proven ability to coach, train, and motivate to perform.