Quality Analyst | Local Telco Account

We're Hiring (1) Quality Assurance Analyst & (1) Quality Assurance Lead for our Local Telco Account!
About The Role (Quality Assurance Analyst)

As a Quality Assurance Analyst, you will play a crucial role in maintaining the high standards of customer service within our organization. Your responsibilities will include:


+ Participating in customer and client listening programs to identify needs and expectations.

+ Monitoring the effectiveness and quality of incoming calls and emails.

+ Identifying weaknesses in performance and devising solutions for improvement.

+ Ensuring compliance with company quality systems and identifying process improvement opportunities.

+ Generating and maintaining detailed feedback and coaching documentation.

+ Providing constructive feedback to call center team leaders and managers.

+ Offering daily feedback through both verbal and written communication.

+ Developing and ma...