Call Center Quality Analyst

📋 Description

• Quality monitoring and evaluation of calls, chats, and emails.
• Score interactions and document findings against standards.
• Identify trends impacting satisfaction and operations efficiency.
• Collaborate with managers to improve service quality.
• Track corrective actions and drive continuous improvement.
• Maintain SOPs and coaching materials for mentees.

🎯 Requirements

• Bachelor’s degree in business, communications, or related field.
• 3+ years in a fast-paced customer service QA or training role.
• Experience in call center or customer support environment preferred.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation abilities.
• Proficiency in MS Office and quality monitoring tools.