Quality Assurance Analyst
Skills
Contact CentersHTMLKey Performance IndicatorsMicrosoft ExcelMicrosoft OfficeMicrosoft OutlookMicrosoft Powerpoint
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2-3 years of call center experience
- 1 or more years of quality assurance experience
- Bachelor's degree preferred
- Strong understanding of the contact center environment and CX quality assurance
- Working knowledge of call center concepts practices and procedures
- Proficient in Microsoft Office Suite
- Must embrace company principles and White Glove culture
- Bi-lingual in Spanish a plus
Nice to have
- Detail-oriented
- Analytical
- Customer-focused
- Collaborative
- Strong communicator
Day to day
- Monitor inbound and outbound calls chats and email responses to assess demeanor technical accuracy customer service performance and policy compliance.
- Design and improve call monitoring formats quality standards QA processes and training materials to strengthen service excellence.
- Analyze quality data reports and KPI trends coach agents and support leadership with actionable recommendations and calibration sessions.