Quality Analyst
The primary task of the quality analyst is call monitoring and providing actionable insight. Through call
monitoring, a QA analyst will gather information to help improve agent performance and overall team
performance.
Roles & Responsibilities
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Conduct regular Call audits for the Agents.
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Create quality measurements to track improvement in Agents.
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Execute quality improvement testing and activities via call audit.
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Adhere to support quality and standards.
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Ensure Services meet customer expectations and demand
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Reports creation and documenting agent’s performance.
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Work closely with the team to improve in calling standards.
Qualities Required for the role
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Team player with the ability to work with minimal supervision
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Good Problem Solving Skills
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Good Listening and Observation skills
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Communication
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Patience/ Soft Skills
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Diligence
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Email and Call etiquette
