Job Description

Job description

Responsibilities:

  • Include call monitoring and
    providing actionable insights     . 
  • Through monitoring, a QA analyst gathers
    information to improve agent performance. 
  • As the QA monitors the customer
    interactions, they use evaluation forms to capture insights from these
    interactions Performs monitors of customer calls. 
  • Participates in customer and
    client listening programs to identify customer needs and expectations. 
  • Provides
    actionable data to various internal support groups as needed. 
  • Coordinates and
    facilitates call calibration sessions for call center staff. 
  • Lead process
    improvement projects that helped operations meet and exceed quality standards
    and streamline processes to reduce cost. 
  • Created and revised procedures,
    checklist and job aids that resulted in process consistency and reduced error
    ...

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