Quality Analyst – Customer Delight

Job description

Responsibilities

• Include call monitoring and providing actionable insights .
• Through monitoring, a QA analyst gathers information to improve agent performance.
• As the QA monitors the customer interactions, they use evaluation forms to capture insights from these interactions Performs monitors of customer calls.
• 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.
• Lead process improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce cost.
• Created and revised procedures,

checklist and job aids that resulted in process consistency and reduced error disputes.