Quality Analyst

Title: Quality Analyst
Essential Duties and Responsibilities
Monitor, evaluate and score calls against established quality assurance instruments and standards
Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
Supports and communicates business goals, quality standards, processes and procedures and policies
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
Undertakes work requiring basic application of acquired business or operational skills and knowledge and the principles of the primary discipline.
Responsible for monitoring the quality delivery of service of applicable LOB representatives and providing feedback to applicab...