Quality Analyst

The Quality Assurance Analyst is responsible for monitoring and evaluating customer interactions, ensuring compliance with the company standards, policies, and procedures, identifying areas for improvement, and providing actionable feedback to improve overall performance and customer satisfaction.

Qualifications

• Education: College Graduate.
• 2-3 years of Quality Analyst experience.
• Ability to operate a basic computer system, typing skills, Customer service skills, Communications skills (verbal and written), Knowledge of basic quality monitoring and CSAT concepts, Basic Excel skills, Ability to provide feedback to agents based on transaction monitoring results, Coaching skills, knowledge of Solugenix's Compliance policies and procedures, Knowledge of Procedures & Processes for handling end user transactions.
• Knowledge of Products & Services for handling end-user transactions.
• Knowledge of client's Compliance Policies & Proced...