Job Description

Overview

The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.

Responsibilities

  • Monitoring of Calls – 15-30 calls per day
  • Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
  • Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
  • Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
  • Identify and report any required training issues to department management and trainers.
  • Take an active part in the evolution of the attribute...

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