Call Quality Analyst

Daily Responsibilities - Monitor and evaluate customer interactions (emails, calls, chats) to assess the quality of service provided by CRM representatives. Identify areas of improvement in customer interactions, adherence to processes, and data accuracy. Provide constructive feedback to CRM representatives based on evaluation results. Collaborate with CRM team leaders and managers to implement action plans for improvement. Work with cross-functional teams to identify and recommend process improvements to enhance the overall customer experience. Skills Needed - Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience). Proven experience in quality assurance and quality control, preferably in a CRM or customer service environment. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Proficiency in CRM software and Microsoft Office Suite. Detail-oriented with the ability to multitask effectively. Knowledge of the publishing industry is a plus.