Quality Assurance Analyst

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Interactive Contact Center

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callcenter • contactcenter • bilingualsupport • nearshoresupport • nearshoreoutsourcing

501 - 1000

Description

• Listen to recorded or live customer interactions to assess agent performance. • Conduct thorough evaluations of calls, emails, chats, and other customer interactions based on predefined criteria and quality standards. • Provide constructive feedback to agents based on evaluation results. • Analyze QA data to identify trends, patterns, and areas of concern. • Collaborate with management and other stakeholders to develop and implement process improvements. • Contribute to the development and refinement of the quality assurance framework. • Assist in the development and delivery of training materials, modules, and resources related to customer service quality.

Requirements

• Degree in relevant field • 1 year of experience in a quality assurance or similar role, preferably in a call center or customer service environment • 1 year of Experience as an OPI or VRI • Understanding of customer service principles, quality assurance methodologies, and call center operations. • Communication skills, both verbal and written, with the ability to provide clear and actionable feedback. • Mindset with the ability to interpret data, identify trends, and make data-driven recommendations. • Attention to detail and accuracy in evaluation and documentation. • Ability to work independently and collaboratively in a fast-paced, dynamic environment. • Experience in using QA tools, recording systems, and Microsoft Office applications. • Experience in interpretation is a must.