Quality Analyst

The role involves directing quality control activities for all client deliverables, playing a key role in resolving any issues that may arise. You will lead a team of Agents, focusing on developing performance metrics, providing ongoing coaching, and supporting skill development. Collaboration with Operations, Client Success, and People Development is crucial to ensure successful business initiatives and call methodology. You will be responsible for measuring call effectiveness, preparing meeting feedback forms, and monitoring the outcomes of implemented recommendations. Recording feedback and communicating areas of improvement to team members will be essential. Additionally, you will provide insights to operations leaders on campaign performance and industry trends affecting products and services. Partnering with Training, you will organize agent-related training activities and continually assess performance to drive improvements aligned with evolving industry trends. Offering recommendations to Operations and Client Success on deliverable criteria, changes, and issues will be part of your responsibilities. Facilitating call calibrations and identifying improvement opportunities on agent calls are also key aspects of the role. **Education and Experience:** - Bachelor's degree or equivalent related experience is required. - A minimum of 3 years of Supervisory and/or leadership experience is necessary. - A minimum of 3 years of Quality Assurance and Call Monitoring experience is essential. **Knowledge, Skills, and Abilities:** - We are looking for someone who can inspire and empower teams. - Ability to collaborate effectively with others. - Strong analytical skills, including managing large amounts of data, creating spreadsheets, and maintaining attention to detail. - Excellent organizational skills and the ability to multitask over extended periods. - Clear and effective verbal and written communication skills. - Ability to deliver instructions clearly and concisely, providing necessary materials and documentation while fostering growth. - Attention to detail is crucial, with the flexibility to adapt to evolving business needs. This position requires a proactive approach to quality control, team leadership, and continuous improvement, making it an exciting opportunity for an experienced professional with a passion for driving performance excellence.,