Quality Assurance Analyst

The Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. The aim of this role is to ensure that quality assurance is applied in an independent, objective and neutral manner. The goal is to improve the customer experience, and overall quality of the operators' interactions with the visitors. The QA analyst also plays a key role in minimizing company exposure by the reduction of business risk through continuous improvement of business processes and adherence to corporate policies and procedures.
Role and Responsibilities
Monitor and evaluate voice/non voice transactions
Perform live or remote monitoring
Provide quality performance feedback to the operators and their immediate superiors.
Roll out quality related updates to operations
Work in partnership with the operations leadership, along with the process of disseminating the ...