Quality Assurance Analyst

Quality Assurance analyst is responsible for assessing the Quality of the performance of our call center associates who deal with existing and potential customer. The QA will monitor inbound and outbound call and email responses to assess associate’s demeanor, technical accuracy, customer service performance and conformity to company policies and procedures. The QA will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

Participates in design of call monitoring formats and quality standards.

Performs call monitoring and provides trend data to site management team.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Monitors all email responses.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Coordinates and facilitates call calibration sessions for call center staff.

Provides feedback to call center team leaders and managers (if required to the individuals).

Prepare and analyzes internal and external quality reports for management staff review.

Perform other duties as assigned.

Involves in creating goals for Process lead and team members.

Identify the individual who is not meeting the performance standards and bring it to the attention of Process lead and Manager’s attention.

Should be capable of recommending corrective action plans to improve the individual performance by thoroughly analyzing the training need analysis.

Strategic Agility

Stakeholder Impact

Drive for Results

Professional Presence

Talent Development