Quality Analyst

🌟 We're Hiring: Quality Analyst! 🌟

Quality Analyst is responsible for assessing the quality of the performance of our call center
associates who deal with our existing and potential customers. The QA will monitor inbound and
outbound call and potential emails or chat responses (as needs rise within the company) to
assess associates demeanor, technical accuracy, customer service performance, and
conformity to company policies and procedures.

This individual will assist in developing, creating and implementing call center quality processes
and procedures; as well as making recommendations for enhancements to training materials as
needed to enhance the overall customer’s experience. This individual will also work closely with
training and operations to provide support when needed.

Specific Tasks:

● Participates in design of call monitoring formats and quality standards.