Quality Analyst

Job Summary

Working remotely in a full-time capacity, the Quality Analyst will ensure client and company quality standards are met by conducting detailed audits of customer interactions and providing coaching to Team Leads and agents.

Key responsibilities:

• Perform contact audits across various channels, targeting three tickets per agent per week
• Conduct weekly coaching sessions with Team Leads and agents to enhance performance and meet QA expectations
• Provide accurate QA reporting and collaborate with management to improve contact center processes

Required qualifications:

• High school diploma or equivalent with at least 6 months of customer service or retail experience
• Previous experience as a Customer Support Associate is strongly preferred
• Ability to communicate effectively and lead performance improvement discussions
• Strong time management skills and consistent execution of coaching plans
• Proficient in operating a computer/laptop and headset