Position Description:

The Quality Assurance Analyst takes responsibility for monitoring and documenting agent call quality in support of the departmental quality goals and initiatives. He/She evaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards. He/She fairly and consistently reviews calls of agents for accuracy and coaches each agent for success in executing superior service and quality to our customers. He/She documents the call quality results and provides feedback and trend data to the management as required.


. Monitors and reviews agents' call and/or ticket case handling for accuracy of information in accordance with client-specific guidelines.
. Record evaluations utilizing departmental quality monitoring forms.
. Deliver coaching feedback to agents on call performance.
. Provide Supervisors and the Manager with regul...