Quality Assurance Analyst

Responsibilities:

• Track and document calls monitored evaluation scores, and trends daily.
• Utilize company software to locate calls and listen to call recordings.
• Attend training, meetings, or calibrations to ensure that they are aligned.
• Report daily production, scores, trends, and other activities completed at that time.
• Proactively establish healthy relationships with account managers, supervisors, team leads, and agents.
• Complete audit requests and quality-related projects.
• Satisfy high-level call evaluations/audits in a timely fashion.
• Proven reliability and punctuality as it pertains to attendance.

 Requirement:

• Previous experience in Quality Assurance and contact center experience mandatory.
• Excellent written and verbal communication skills.
• Naturally curious and passionate with an entrepreneurial spirit.
• Eager to learn and open to constructive criticism.

Key Skills:

• Communication.
• Problem solving.
• Analytic reasoning.
• Test planning.
• Collaboration.
• Data analysis.
• Quality control.
• Teamwork