Quality Assurance Specialist (US Process)

About Us :

Silvermine Group helps companies bring offline processes online, saving time and money. We

bring modern internet software to main streets across America. Since our founding over a

decade ago in Wilton, Connecticut, we have empowered our employees to make decisions that

serve our customers interests first. Silvermine Group is a 14-year-old SaaS Company that & building E-commerce, SaaS companies in the cloud for the US market.

Learn more about us. Please find the URLs below for your reference

Software Product offering from Silvermine Group eform2290

Company URL : Job Summary :

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency.

Key Responsibilities :

1)Call Monitoring and Evaluation

• Monitor live or recorded calls to evaluate agent performance against quality standards.
• Assess agent adherence to scripts, protocols, and company policies.
• Evaluate the accuracy, professionalism, empathy, and resolution provided during calls.

2)Feedback and Coaching

3)Reporting and Analysis

4)Compliance and Standards

Qualifications and Skills :