Posted:1 month ago|
Platform:
Work from Office
Full Time
The Quality Analyst will monitor agent and customer interactions to assesscall quality, ensure adherence to compliance standards, and communicateresults to stakeholders and leaders. The role supports staff development andcontributes to improved overall quality.
Monitor employee and customer interactions (both real-time andrecorded) to assess and score quality based on client, company, andcompliance expectations. Meet daily, weekly, and monthly call monitoringquotas and goals. Conduct special project audits, including but not limited to emails,verbatim research, and other quality-related evaluations. Attend and actively participate in meetings, training sessions, andpresentations to gain business insights and contribute to qualityimprovement initiatives. Professionally communicate findings with leaders through reports,emails, and chat platforms. Accurately and efficiently deliver quality measurements to supportoperations. Identify areas for improvement and present findings to leadershipfor coaching and performance enhancement. Create and deliver client assignments for QA database Help create and maintain speech analytics Perform other duties as assigned.
Bello Vista
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