JD For Quality Analyst:

·         1.5+ Yrs as a Quality Analyst in voice.

·         Monitor, evaluate and score against established quality assurance instruments and standards

·         Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards

·         Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools

·         Supports and communicates business goals, quality standards, processes and procedures and policies

·         Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures

·         Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures

·         Provides performance expectations, action plans and development plans to improve call quality

·         Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined

Interested candidates can apply to kinnera259@gmail.com