Quality Assurance Analyst

Job Summary

A company is looking for a Quality Assurance Analyst.

Key Responsibilities and Accountabilities

• Analyze adherence to quality policies and procedures by monitoring agents
• Provide effective feedback regarding agent performance on monitored calls
• Accurately input the results of all calls monitored into the appropriate database

Required Qualifications, Training, and Education

• Experience in quality assurance or monitoring roles
• Familiarity with call center operations and quality standards
• Ability to analyze performance trends and provide recommendations
• Proficiency in using databases and reporting tools
• High school diploma or equivalent; relevant certifications are a plus