Quality Analyst

Job Summary

A company is looking for a Quality Analyst responsible for monitoring and evaluating customer service interactions to ensure adherence to company policies and standards.

Key Responsibilities

• Monitor and assess customer service interactions for compliance with established standards and policies
• Provide constructive feedback and coaching to customer service representatives based on performance evaluations
• Analyze data and metrics to identify trends and collaborate with management to enhance service quality

Required Qualifications

• Associate degree or 5+ years of experience in IT support and/or QA industry
• 5+ years of customer service experience
• 3+ years of experience in a Helpdesk and Call Center capacity
• 2+ years of experience with QA Monitoring tools and working in compliance
• 1+ years of experience in data analysis and reporting