Quality Analyst

Job Summary

A company is looking for a Quality Analyst to join their team in a hybrid role.

Key Responsibilities

• Monitor customer service representatives' skills to ensure quality call handling and accurate documentation
• Provide feedback on monitored calls and complete daily statistical reports
• Attend department meetings and report serious infractions in call quality to management

Required Qualifications

• High School Diploma or GED
• Six months to one year of experience in a call center or related field
• Basic knowledge of PC applications for word processing and spreadsheets
• Ability to follow client SOPs and work-related guidance documents