Quality Analyst

hace 5 horas

Santo Domingo, Nacional, República Dominicana Advensus A tiempo completo

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.

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