Quality Auditing Analyst

Apply for the Quality Auditing Analyst role at Intelegencia .

Main Job Tasks, Duties, And Responsibilities

• Quality Control Design: Collaborate in the design and implementation of quality control monitoring formats and standards for call, chat, and email interactions.
• Data Management: Use quality monitoring data management systems to compile and track performance at both team and individual levels.
• Customer and Client Improvement Programs: Participate in customer and client improvement programs to identify customer needs, expectations, and areas for improvement.
• Monitoring and Reporting: Perform call, chat, and email monitoring and provide trend data to the site management team.
• Performance Management: Identify and monitor interactions with poor performance and work with team leaders to address these issues.
• Calibration Sessions: Coordinate and facilitate call calibration sessions for call cen...