Interaction Evaluation Analyst

Job Description

As a QA Analyst Onsite, you will play a critical role in maintaining and improving the quality of our customer interactions. Your responsibilities will include reviewing and evaluating agent performance, ensuring adherence to established protocols and standards, and providing valuable feedback to drive continuous improvement.

Your Key Responsibilities:

1. Call Monitoring and Evaluation: Listen to and evaluate recorded calls based on predefined quality criteria, including accuracy, efficiency, empathy, and adherence to company policies and procedures.
2. Performance Grading: Accurately grade agent performance using established scoring systems and provide detailed, constructive feedback.
3. Data Analysis and Reporting: Compile and analyze data related to call quality and agent performance, generating reports to identify trends and areas for improvement.
4. Calibration Sessions: Participate in calibration sessions to ensure consistency in scoring and evaluation across the QA team.
5. Feedback and Coaching: Provide regular feedback to agents on their performance, highlighting strengths and areas for development.
6. Process Improvement: Identify opportunities to improve call handling processes and contribute to the development of quality assurance standards.
7. Compliance: Ensure all evaluations and feedback are conducted in compliance with company policies and regulatory requirements.
8. Script Adherence: Ensure agents are following all required call scripts and using approved phrases.
9. Customer Satisfaction: Monitor calls for customer satisfaction and identify areas where customer experience can be improved.