QA Analyst

Job Description:

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.
• Positions on this level are fully proficient in executing established standards.
• Works independently within set frames and follows set course.
• Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area.
• Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
• Positions at this level are expected to continuously improve the day-to-day activities/processes.
• Can be a formal team leader of more junior co-wor...