Job Purpose & Summary
Reporting to the COO, the Quality Assurance Analyst (QA Analyst) is responsible for assessing the quality of both Onboard’s services and individual employees. delivering services to existing and potential customers and prospects of Onboard and Onboard’s clients. The QA Analyst will monitor inbound and outbound calls and emails responses to assess communication and technical accuracy, quality of CRM inserted data and information, language literacy, KPIs status, and conformity to Onboard policies and procedures. The QA Analyst will help develop, create, and implement quality processes and procedures, as well as make recommendations for enhancements to training materials as needed to enhance the overall client experience.