Call Quality Analyst

Job Summary

A company is looking for a Call Quality Analytics Specialist to assess the performance quality of call center agents.

Key Responsibilities

• Monitor inbound and outbound calls, chats, and emails to evaluate agent performance
• Compile and track performance data using quality monitoring systems
• Provide coaching and feedback to call center staff to promote continuous improvement

Required Qualifications

• High school diploma or GED required
• 2-3 years of call center experience
• Proficiency in Microsoft Office
• Ability to adapt to change and prioritize effectively
• Bi-lingual skills are a plus