The QA Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with quality standards. This role plays a crucial part in maintaining the high-quality service we deliver to our customers. The role may also involve more advanced evaluation techniques, such as identifying trends and patterns.

KEY RESPONSIBILITIES

• Monitor and evaluate customer interactions, such as calls, emails, chats, or other communication channels.
• Ensure compliance with quality standards and adherence to processes.
• Provide constructive feedback to agents based on evaluation findings.
• Document and report on evaluation results.
• Participate in calibration sessions to align evaluation criteria.
• Collaborate with team members and supervisors to improve agent performance.
• Collaborate with QA/OPS leadership on performance improvement and management.
• Contribute to the development of qualit...