Quality Analyst

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A Quality Analyst (QA) is responsible for ensuring the highest quality of customer interactions within the call center. This role involves monitoring and evaluating calls , chats, and emails to ensure agents adhere to company standards, follow established protocols, and provide exceptional customer service. The Quality Analyst uses their findings to identify trends, provide constructive feedback to agents, and collaborate with management and training teams to drive continuous improvement.

Key Responsibilities:

• Call Monitoring and Evaluation:

  • Conduct regular monitoring of agent-customer interactions (calls, chats, and emails) against a predefined quality scorecard or rubric.

  • Score interactions accurately and consistently based on criteria such as prof...