Quality Analyst
Job Summary
To promote excellent call quality and documentation, the fully remote Quality Analyst will monitor customer service representatives, provide feedback, and complete quality control reports while ensuring compliance with established standards.
Key responsibilities
- Remotely monitor customer service skills and ensure accurate call handling and documentation
- Provide written and oral feedback to customer service representatives based on monitored calls
- Complete daily statistical reports and ensure audit targets are met according to client requirements
Required qualifications
- High School Graduate required
- Minimum of 1-2 years of experience in a call center environment
- Proficient in Microsoft Word and Excel with strong keyboarding skills
- Demonstrated coaching skills for providing feedback to customer service representatives
- Detail-oriented with strong observation skills
Complete Job Description
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