Quality Analyst

ROLES & RESPONSIBILITIES :

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management
• team.
• Uses quality monitoring data management system to compile and track
• performance at team and individual level.
• Monitors email customer contacts.
• 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.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for
• management staff review.
• Suggests training needs and developments

Education and Experience :

Skills Required

Data Management, Collaboration, customer contact