Quality Assurance Analyst

• Conduct real time coaching to the campaign's approvers and provides trend data

analysis to the Ops lead and the QA team

• Performs real time and/or historical audits and evaluation to campaigns.

• Uses quality monitoring data management system to compile and track performance

at team and individual levels.

• Participates and initiates calibration sessions.

• Conduct first to second level analysis on quality defect trends and errors.

• Prepares additional Reports including meeting minutes and calibration report.

• Using Information and Analysis for Quality Improvement.

• Participate in Team Meetings and Process Reviews, providing feedback on quality

issues.

• Conduct teach-back sessions, QA coaching and refresher training sessions.

• Coordinate with Operations Team Leaders to discuss error trends and performances of

Agents.

• Ensure quality r...