Quality Analyst

As a Quality Control Director in this role, your responsibilities include: - Directing quality control activity for 100% of client deliverables, and assisting in the resolution of deliverable issues. - Providing leadership to the team of Agents, including developing metrics for performance and productivity, as well as ongoing coaching and skill development. - Coordinating with Operations and Client Success to ensure business initiatives are met, and collaborating with People Development on call methodology. - Measuring the effectiveness of calls, preparing meeting feedback forms, and monitoring the results of stated recommendations. - Recording feedback and communicating areas of improvements to the team. - Providing information to operations leaders regarding campaign performance and industry trends. - Partnering with Training to organize training activities related to agents. - Identifying and assessing performance to implement continuous improvement in agent performance and productivity in line with industry trends. - Providing recommendations to Operations and Client Success regarding deliverable criteria, changes, and issues. - Facilitating call calibrations and identifying areas of opportunities on agent calls. Education and Experience: - Bachelor's degree or equivalent related experience required. - Minimum 3 years of Supervisory and/or leadership experience required. - Minimum 3 years of Quality Assurance and Call Monitoring experience. Knowledge, Skills, and Abilities: - Seeking someone who can inspire and empower teams. - Ability to collaborate with others in a productive manner. - Strong analytical skills, ability to manage large amounts of data, combine data, create spreadsheets, and maintain attention to detail. - Excellent organizational skills and ability to multitask over an extended period. - Ability to communicate clearly and effectively verbally and in writing. - Ability to deliver instructions clearly and concisely, providing proper materials and documentation when necessary, and encouraging growth. - Attention to detail is essential, while also being able to remain flexible as business needs require.,