Quality Assurance Analyst

Job Summary

A company is looking for a Quality Excellence Analyst.

Key Responsibilities

• Monitor and evaluate agent interactions to ensure adherence to policies and procedures
• Track performance metrics and provide actionable insights for process improvements
• Collaborate with leadership and training teams to enhance agent development and training resources

Required Qualifications

• Minimum of 2 years of contact center experience in a Member Services environment
• High School diploma or GED
• Proficiency in Microsoft Office (intermediate Word, basic Excel)
• Experience in a fast-paced team environment
• Ability to adapt to change and manage multiple priorities effectively