Quality Analyst

Job description

 Call Monitoring: Listen to and evaluate recorded customer service calls to assess
adherence to company standards, procedures, and policies.
 Quality Assurance: Identify areas of improvement in customer interactions and
provide actionable feedback to customer service representatives.
 Reporting: Generate detailed reports on call quality metrics, trends, and findings, and
present these to management and relevant teams.
 Compliance: Ensure that all interactions comply with regulatory and company
guidelines, identifying any potential risks or issues.
 Training and Development: Collaborate with the training team to develop and
implement training programs based on identified gaps in performance.
 Process Improvement: Recommend process enhancements to improve customer
satisfaction and operational efficiency.
 Collaboration: Work closely with team leaders and managers to ensure consistent
quality standards across the customer service team.
 Documentation: Maintain accurate records of audit findings, feedback sessions, and
action plans