Summary of the role

As Quality Analyst you play a key role in optimizing agent performance and enhancing customer experience. You conduct regular reviews of agent interactions with clients through different channels to evaluate their performance against established metrics, and provide data-driven insights to enable the improvement of operational efficiency and quality.

List of Functional Responsibilities

• Perform analysis of agent interactions with clients across various channels (recorded calls, emails, chats, social media) to assess their performance against the account’s established metrics

• Identify areas of non-compliance (procedures or behaviors) and prepare report with actionable insights for Team Leaders to address

• Conduct monthly workshops for bottom performers to address common issues identified during the audits

• Provide more focused QA support to agents during nesting and their first 90 days

• Conduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluations

• Support complex customer issues/ escalations when required by the account

• Stay up to date as required by account (taking operations calls or other defined)