Quality Analyst

The Quality Analyst works with minimal supervision and is frequently required to use professional skills, discretion and sensitivity while addressing various quality and training issues. Will work as a team member in determining departmental needs and serves as a resource for the Associates and Management Team. Provides Quality, Training and coaching for the further development of each employee. Must work well with a variety of individuals and be able to resolve issues professionally.

Key responsibilities

• Monitor and evaluate customer interactions across various channels (phone, chat, email, social media) to ensure quality standards are met
• Provide regular feedback to agents and their supervisors on their performance based on established quality metrics
• Conduct root cause analysis of any identified quality issues and work with the team to develop and implement corrective actions
• Collaborate with other departments to identify o...