Quality Assurance Analyst

Responsibilities:

• Performs monitoring of Customer Care email and chat responses.
• Provides actionable data to various internal support groups as needed.
• Participates in call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.

Qualifications:

• At least 1-2 years of experience in a contact center or customer service role, with a basic understanding of contact center operations and performance metrics.
• Proficient with Microsoft Office.
• Excellent verbal, written, and interpersonal communication skills.
• Customer focused with a commitment to providing customers with an exceptional experience.

Key Skills:

• Communication.
• Problem solving.
• Test planning.
• Collaboration.
• Analytical skills.
• Teamwork.
• Test automation.
• Time management.

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