Quality Analyst

Description

We are looking for a QA Analyst to monitor and evaluate call center interactions, ensure service quality and compliance, identify training needs, and support continuous improvement initiatives.

Key Responsibilities

• Review calls and interactions to assess agent performance.
• Use QA scorecards to evaluate calls, emails, and chats.
• Provide feedback and coaching to improve performance.
• Analyze data to identify trends and recommend solutions.
• Work with trainers to develop coaching and training programs.
• Ensure compliance with company policies and regulations.
• Prepare reports on quality, performance, and trends.
• Join calibration sessions to maintain scoring consistency.

Skills, Knowledge and Expertise

• Strong analytical and problem-solving abilities
• Excellent verbal and written communication
• Proficiency in QA tools and customer service so...