Quality Analyst

Key Responsibilities

• Use score sheets/tools created to conduct quality audits on agent interactions across different channels.
• Measure compliance levels concerning SLAs (service level agreements), policies, procedures, etc.
• Provide feedback to the frontline team to improve their performance and knowledge.
• Analyze quality data for trends or patterns that indicate opportunities for improvement or need corrective actions.
• Take part in the creation and implementation of quality assurance programs aimed at producing and delivering excellent data quality.
• Ensure a proper records maintenance system is put in place to facilitate easy referencing.
• Compile reports/dashboards that track quality metrics for communication purposes between clients and internal teams.

Qualifications

• Bachelor’s degree from an accredited college.
• Minimum of 1-2 years of experience as a Quality Analyst in a similar industry.
• Strong communication skills with an ability to provide effective verbal and written feedback.
• Strong analytical and problem-solving skills.
• Ability to identify and document root causes for quality issues.
• Experience with any quality assurance software or tools is a plus.

Benefits

• Competitive salary and benefits.
• Opportunity to work in a dynamic and fast-paced environment.
• Be part of a team that is passionate about quality and customer satisfaction.