Quality Analyst

Job Summary

The primary function of the Quality Analyst (QA) will be to evaluate the performance of Customer Service Agents, provide real-time support, and monitor the quality of customer interactions. This scope defines the key areas of responsibility for a QA role and clarifies the expectations of both the team and the organization.

Successful candidates must be willing to undergo a 15-day PAID training program as part of the onboarding process.

Key Responsibilities

· Monitor and evaluate agent/customer interactions for quality, accuracy, and compliance.

· Conduct audits to identify gaps, errors, and non-compliance in processes.

· Provide feedback and coaching to improve agent performance.

· Recommend process improvements to enhance efficiency and customer experience.

· Maintain reports and documentation of audits, trends, and insights.

· Ensure adherence to company policies, s...