Quality Analyst

Title: Quality Analyst

Essential Duties and Responsibilities

• Monitor, evaluate and score calls against established quality assurance instruments and standards
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
• Undertakes work requiring basic application of acquired business or operational skills and knowledge and the principles of the primary discipline.
• Responsible for monitoring the quality delivery...