Quality Assurance Analyst
Quality Assurance Analyst
Probe CXFresher
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Job Description
Job Description
- Quality Monitoring: Listen to and evaluate customer interactions (calls, emails, chats) to assess the quality of service delivered by agents.
- Data Analysis: Collect, analyze, and interpret data on KPIs such as first-call resolution, customer satisfaction, and agent performance.
- Quality Reporting: Prepare and present reports on quality performance to stakeholders, highlighting trends, strengths, and areas for improvement.
- Agent Feedback and Coaching: Provide constructive feedback and coaching to agents on their performance, highlighting areas for improvement and suggesting development opportunities.
- Quality Standards: Ensure that quality standards and procedures are followed by agents, and provide guidance on quality-related issues.
- Compliance: Monitor and ensure compliance with regulatory requirements, industry standards, and company policies.
- Collaboration: Work closely with other departments, such as training and operations, to ensure alignment and effective implementation of quality initiatives.
More Info
Key Skills
Agent Feedback and Coaching
Quality Standards
About Company
Skills:
Excel for data analysis, quality monitoring tools, Microsoft Office Suite, Crm Systems