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Quality Analyst
hace 2 semanas
The Quality Analyst is responsible for monitoring and evaluating agent performance, providing coaching, and supporting program quality assurance standards to drive continuous improvement.
Responsibilities
- Audit daily customer interactions (calls, emails, chats) for quality and compliance.
- Provide constructive
coaching and feedback
to agents and supervisors. - Host weekly performance calls and lead live call listening sessions with the client.
- Facilitate
role-play coaching
focused on script adherence and objection handling. - Participate in calibration and contribute to performance improvement strategies.
- Maintain updated QA documentation and reporting.
Requirements
- Minimum 2
years
of experience in Quality Assurance or Customer Service. - Familiarity with audit processes and call monitoring is preferred.
- Excellent verbal and written communication in English.
- Strong analytical, observational, and detail-oriented skills.
- Solid understanding of call center metrics and QA methodology.
- Experience with
reporting (Excel)
and providing feedback. - Proactive mindset and ability to work independently.
