Quality Analyst

Roles and Responsibilities :

• Responsible for calibrating and supporting quality standards.
• Participates in joint call (contact) monitoring with client, client services team and call center team.
• Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
• Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause.
• Monitor quality and accuracy attributes; recommend solutions to address root cause.
• Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality / customer satisfaction goals.
• Provide recommendations on improving the quality process to achieve goals and objectives.
• Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.
• Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives.
• Monitor COPC requirements for the site.

Skills Required

Call Monitoring, Quality Analysis, Call Audit, Quality Assurance