Quality Assurance Analyst

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.