Quality Analyst - BPO

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 businesss 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 [Confidential Information]