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Quality Assurance Analyst


Job ID : 32766

Location : Newark, MO

Company Name : Atechstar

Job Type : Full-Time, parttime, contract, training

Industry : Information Technology

Salary : $33000 - $44000  per year

No. of Positions : I have ongoing need to fill this role


Required Skills : Leadership, Organizational, Planning..

Benefits : Medical Insurance, Dental Insurance, Vision Insurance, 401K, Life Insurance


Job Description :

Responsibilities:

  • Understand the role and technical skills required of the agents to be getting assessed.
  • Monitor and evaluate calls, chats, and tickets to the call center to identify deviations from organizational policies and standards.
  • Reporting the results back to the relevant members of the business.
  • Synthesize and analyze interaction data to report on ticketing, timing, and other key metrics.
  • Audit and review quality assurance processes and tasks, including calibrating across analysts.
  • Document problems and provide feedback and coaching to improve contact center quality.
  • Foster an environment of continual process and operational improvement for the Contact Center.

Key Skills:

  • Leadership.
  • Organizational and planning.
  • Communication.
  • Statistical analysis.
  • Problem-solving.
  • Industry-specific technical knowledge.

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