Quality Analyst

JOB PROFILE
Monitor, evaluate and score inbound or outbound calls against established quality assurance instruments and standards
Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
Ensures the call center agents adhere to predetermined quality assurance standards and the business's standard operating procedures
Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
Conduct / Lead training sessions (as needed)
Supports and communicates business goals, quality standards, processes and procedures and policies
Provides performance expectations, action plans and development plans to improve call quality
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call qua...