Quality and Process Improvement Analyst

Job Summary

A company is looking for an Associate Quality and Process Improvement Analyst.

Key Responsibilities

• Manage and monitor call quality performance for front-line staff, including evaluations and reporting
• Conduct assessments of individual and team performance, providing recommendations for improvement
• Participate in internal and client call calibrations, ensuring compliance and quality standards are met

Required Qualifications

• High school diploma required; Bachelor's degree or equivalent experience preferred
• 2 to 4 years of relevant job experience; quality monitoring experience preferred
• Strong proficiency in Excel and general PC skills, including Microsoft Office
• Experience in customer service and quality assurance
• No certifications required; ASQ and PMP certifications preferred