Quality Analyst

Quality Analyst is responsible for assessing the quality of the performance of our call center
associates who deal with our existing and potential customers. The QA will monitor inbound and
outbound call and potential emails or chat responses (as needs rise within the company) to
assess associates demeanor, technical accuracy, customer service performance, and
conformity to company policies and procedures.
This individual will assist in developing, creating and implementing call center quality processes
and procedures; as well as making recommendations for enhancements to training materials as
needed to enhance the overall customer’s experience. This individual will also work closely with
training and operations to provide support when needed.
Specific Tasks:
● Participates in design of call monitoring formats and quality standards. ● Performs call
monitoring and provides trend data to the site management team. ● Uses a quality
monitoring data management system to compile and track performance at team and
individual level.
● Performs monitors of call, chat and email responses, depending on program needs. ●
Participates in customer and client listening programs to identify customer needs and
expectations.
● Provides actionable data to various internal support groups as needed. ● Coordinates and
facilitates call calibration sessions for internal call center staff as well as external client
calibrations.
● Provides feedback to call center team leaders and managers.
● Provides support to operations and training teams as needed through refreshers, phone
time, review of escalations, etc.
● Elaborates and participates in weekly, monthly and quarterly business reviews to review
performance.
● Perform other duties as assigned.

Knowledge, Skill Set & Qualifications Required
● Must have at least 1 year of working experience with Quality
● Strong English verbal and written communication skills
● Strategic in developing solutions and process improvements
● Candidate should be amenable to work on Shifting Schedules (Day Shift, Mid
Shift, Night Shift)