Call Quality Analyst

Role & responsibilities

• Monitor, evaluate and score calls against established quality assurance instruments and standards
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Ensures the call center agents adhere to predetermined quality assurance standards and the businesss standard operating procedures
• Conduct / Lead training sessions (as needed)
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
• Provides performance expectations, action plans and development plans to improve call quality
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined