Quality Analyst

 Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.

 Report contacts handling performance and statistics through monitoring and test contact evaluation.

 Report contacts handling performance and statistics through daily and weekly reports submitted to internal stakeholders.

 Conduct remote monitoring sessions, thus completing performance summaries and share reports of the same.

 Randomly monitor calls to ensure organizational standards are maintained.

 Review evaluations, maintain tape files, and handle general administrative duties.

 Prepare performance evaluations documenting contact-handling procedures.

 Other Duties as assigned.