Quality Analyst (US Voice Process)

About Us:

Silvermine Group helps companies bring offline processes online, saving time and money. We

bring modern internet software to main streets across America. Since our founding over a

decade ago in Wilton, Connecticut, we have empowered our employees to make decisions that

serve our customers interests first. Silvermine Group is a 14-year-old SaaS Company that & building E-commerce, SaaS companies in the cloud for the US market.

Job Summary:

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency.

Key Responsibilities:

1)Call Monitoring and Evaluation

• Monitor live or recorded calls to evaluate agent per...