Quality Assurance Analyst

Responsibilities

• Monitoring agent transactions to evaluate performance and ensure consistent alignment with quality standards and compliance regulations.
• Conduct transaction monitoring or chat audits based on monitoring guidelines.
• Analyze and evaluate as per client requirement.
• Identify areas of strength and opportunities for each agent.
• Provide feedback and areas for improvement.
• Prepare chat observation report, agent quality monitoring report, client updates, and other reports/documents as needed.
• Attend and participate in internal and external client calibration sessions regularly or as scheduled.
• Compile and provide recommendations to QA Manager to improve messaging quality.
• Effectively control the speed of the chat to ensure accuracy.
• Meet all set KPIs as required by ProbeCX and the client.
• Provide assistance in agent training and development.
• Complete tasks dele...