The primary task of the quality analyst is call monitoring and providing actionable insight. Through call
monitoring, a QA analyst will gather information to help improve agent performance and overall team
performance.
Roles & Responsibilities
- Conduct regular Call audits for the Agents.
- Create quality measurements to track improvement in Agents.
- Execute quality improvement testing and activities via call audit.
- Adhere to support quality and standards.
- Ensure Services meet customer expectations and demand
- Reports creation and documenting agent’s performance.
- Work closely with the team to improve in calling standards.
Qualities Required for the role
- Team player with the ability to work with minimal supervision
- Positive Problem Solving Skills
- Good Listening and Observation skills
- Communication
- Patience/ Soft Skills
- Diligence
- Email and Call etiquette