Customer Support -Quality Analyst

Job Summary

Quality Assurance Specialist

Responsibilities

Responsible for enhancing the qualitative performance of designated resources. Identifies improvement areas and devises individual plans to enhance understanding of processes communication and all aspects outlined in the quality monitoring criteria. Pinpoints areas for service delivery improvement by effectively managing communication and work tools thereby enhancing resource efficiency. Regularly schedules and conducts structured coaching sessions with agents monitoring their progress systematically. Ensures identification and remediation of knowledge gaps among individuals mitigating risks associated with inadequate expertise. Manages reports addressing non-compliance areas and arranging customized training sessions to rectify knowledge and skill deficiencies among assigned resources. Evaluates interactions between assigned resources and Customers assessing agents performance regarding service qu...