Quality Analyst

We're Hiring: Quality Analyst!

Quality Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and potential emails or chat responses (as needs rise within the company) to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience. This individual will also work closely with training and operations to provide support when needed.

Specific Tasks:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to th...