Quality Assurance Analyst

The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.

Responsibilities:

• Participates in design of call monitoring formats and quality standards.


• Performs call monitoring and provides trend data to site management team.


• Uses quality monitoring data management system to compile and track performance at team and individual level.


• Monitors customer care email responses.


• Participates in customer and c...