Quality Assurance Analyst

Job Summary

A company is looking for a Quality Assurance Analyst to ensure high-quality service through call monitoring and support.

Key Responsibilities

• Monitor and evaluate incoming and outgoing calls based on established criteria
• Provide onsite leadership support and assist with quality program initiatives
• Analyze and report on quality trends to management and participate in service improvement projects

Required Qualifications

• Bachelor's degree in a related field or 8-11 years of equivalent work experience
• 2-5 years of relevant experience or a Master's degree
• General PC knowledge including Microsoft Office and email
• Strong customer service and quality background experience
• Leadership skills with some supervisory experience preferred