Quality Analyst

Quality Analyst Roles & Responsibilities

The key role of the quality analyst is to ensure that the agents provide quality service and increase agents' efficiency through behavior modification, and enhanced quality service to customers.

Here are the essential functions and tasks of a quality analyst:

Developing Evaluation Programs

Keeping track of the key industry trends

Monitoring Customer Interactions

Calibration Sessions

Utilization of Technology

Training and Coaching

Compliance Monitoring

Driving Innovation and Optimizing Processes

Competition Analysis

Agent Engagement

Revenue Growth

Improving Overall Contact Center Efficiency.

Experience: Minimum 2 Years

Salary: up to 25k

Full time