Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer.
QA will monitor inbound and outbound call responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making a recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.