Quality Analyst

Quality Analyst

Participates in design of call monitoring formats and quality standards.

Performs call monitoring and provides trend data to CS team lead and manager.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Provides feedback to CS agents, team leader,assistant managers,and Managers

Prepares and analyzes internal and external quality reports for management staff review

Graduation Must