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:

1. Developing Evaluation Programs

2. Keeping track of the key industry trends

3. Monitoring Customer Interactions

4. Calibration Sessions

5. Utilization of Technology

6. Training and Coaching

7. Compliance Monitoring

8. Driving Innovation and Optimizing Processes

9. Competition Analysis

10. Agent Engagement

11. Revenue Growth

12. Improving Overall Contact Center Efficiency.

Experience: Minimum 2 Years

Salary: up to 25k