Quality Analyst

Job Summary

A company is looking for a Quality Analyst to monitor activity in consumer contact centers and recommend updates to procedures or training.

Key Responsibilities

• Perform daily quality audits of call center operations, including monitoring inbound and outbound communications
• Provide quality monitoring reports and feedback to managers, recommending improvements and training opportunities
• Assist in evaluating quality audit disputes and updating training materials as necessary

Required Qualifications

• High school diploma or equivalent
• In-depth knowledge of the company's products, services, and business operations
• Knowledge of quality concepts, terminology, and objectives
• Proficiency in MS Office applications, including Word, Excel, and Access
• Thorough understanding of call center operations and personnel duties