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Quality Analyst
Quality Analyst
Posted 1 year ago
Job Description:
- Evaluate and monitor the quality of customer interactions (calls, emails, chats) within the organization.
- Conduct regular audits and assessments to ensure adherence to quality standards.
- Provide feedback and coaching to call center agents and other relevant teams.
- Identify trends, issues, and areas for improvement in customer interactions.
- Collaborate with team leaders to develop and implement quality improvement initiatives.
Key Responsibilities:
- Monitor and evaluate customer interactions for quality and adherence to standards.
- Conduct regular audits and assessments.
- Provide feedback and coaching to improve performance.
- Identify trends, issues, and improvement opportunities.
- Collaborate with team leaders on quality improvement initiatives.
Qualifications:
- Strong attention to detail and analytical skills.
- Excellent communication and interpersonal abilities.
- Knowledge of quality assurance principles and practices.
- Familiarity with call center operations and customer service metrics.
- Ability to provide constructive feedback and coaching.