Quality Assurance Analyst

Job Description

Role & responsibilities * Conduct regular audits of customer service calls to ensure they meet company standards for quality, compliance, and customer satisfaction. * Identify areas of improvement and provide feedback to agents regarding their performance. * Score and evaluate calls based on predefined criteria such as communication clarity, adherence to script, issue resolution, professionalism, and compliance with industry regulations. * Report audit findings and trends to management and recommend actions for improvement. * Maintain accurate records of audited calls and performance reports. * Collaborate with training teams to develop and deliver feedback sessions for agents based on audit results. * Analyze call data to identify patterns, potential issues, and opportunities for process improvements. * Ensure that customer interactions comply with company policies, industry regulations, and legal requirements. * Participate in the development and refinement of QA evaluation criteria and scoring systems. * Provide ongoing coaching and guidance to agents, fostering a culture of continuous improvement. * Assist with the development of reports and dashboards to monitor performance metrics. Preferred candidate profile * Bachelors degree or equivalent experience preferred. * Proven experience in a QA role, preferably within a call center or customer service environment. * Strong understanding of call center metrics, customer satisfaction indicators, and compliance standards. * Excellent attention to detail and analytical skills.