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
Valuable Problem Solving Skills
Positive Listening and Observation skills
Communication
Patience/ Soft Skills
Diligence
Email and Call etiquette