Quality Analyst
Job Summary
To promote excellent call quality and documentation, the fully remote Quality Analyst will monitor customer service representatives' performance, provide feedback, and complete quality control reports based on established objectives.
Key responsibilities
- Remotely monitor and evaluate customer service representatives' call handling and documentation accuracy
- Provide written and oral feedback to customer service representatives on their performance
- Complete daily statistical reports and ensure adherence to quality control standards
Required qualifications
- High School Graduate required
- 1-2 years of experience in a call center environment, preferably with claims processing
- Proficient in Microsoft Word and Excel with strong typing skills
- Coaching skills for providing feedback to customer service representatives
- Detail-oriented with strong observation skills
Complete Job Description
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