Quality Assurance Analyst

The Quality Assurance Analyst will monitor inbound and outbound calls, and email responses, and evaluate customers’ experience. Assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Provides feedback to call center team leaders and managers.

Responsibilities:

• QA Specialist Analyst will score each call from 1 to 5 in different KPIs: communication, approach, was the resolution (qualified or not qualified) correct, what could be improved, and recollected all info.
• QA Specialist Analyst will find areas of opportunity (if applicable) for each teammate.
• QA Specialist Analyst will provide feedback in written form to the client in real-time. The client shall inform QA Specialists to whom the feedback will be provided.
• QA Specialist will create/manage a QA scorecard form (per the Excel document provided by the Client to the QA Specialist).
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