Job Description
Job Summary
The primary function of the Quality Analyst (QA) will be to evaluate the performance of Customer Service Agents, provide real-time support, and monitor the quality of customer interactions. This scope defines the key areas of responsibility for a QA role and clarifies the expectations of both the team and the organization.
Successful candidates must be willing to undergo a 15-day PAID training program as part of the onboarding process.
Key Responsibilities
· Monitor and evaluate agent/customer interactions for quality, accuracy, and compliance.
· Conduct audits to identify gaps, errors, and non-compliance in processes.
· Provide feedback and coaching to improve agent performance.
· Recommend process improvements to enhance efficiency and customer experience.
· Maintain reports and documentation of audits, trends, and insights.
· Ensure adherence to company policies, standards, and regu...