Quality Assurance Analyst

Job Summary

A company is looking for a Quality Assurance Analyst to monitor, evaluate, and enhance performance across contact center operations.

Key Responsibilities

• Monitor and evaluate customer service quality and adherence to policies
• Analyze data to assess effectiveness and identify performance trends
• Provide recommendations for process improvements to enhance customer experience

Required Qualifications

• Bachelor's degree in Business, Operations Management, or a related field (or equivalent experience)
• 3-5 years of experience in quality assurance or a similar role
• Strong analytical skills for identifying trends and measuring quality
• Experience with call monitoring tools and quality metrics tracking
• Knowledge of quality management systems and best practices