Quality Analyst – Customer Delight

Job description

Responsibilities:

• Include call monitoring and
  providing actionable insights. 
• Through monitoring, a QA analyst gathers
  information to improve agent performance. 
• As the QA monitors the customer
  interactions, they use evaluation forms to capture insights from these
  interactions Performs monitors of customer calls. 
• Participates in customer and
  client listening programs to identify customer needs and expectations. 
• Provides
  actionable data to various internal support groups as needed. 
• Coordinates and
  facilitates call calibration sessions for call center staff. 
• Lead process
  improvement projects that helped operations meet and exceed quality standards
  and streamline processes to reduce cost. 
• Created and revised procedures,
  checklist and job aids that resulted in process consistency and reduced error
  disputes.