The Quality Senior Analyst Licensed job measures and analyzes call center performance and customer information management practices. As a licensed professional, this job works independently with limited supervision to make client service recommendations for quality improvement.

**Key Responsibilities and Duties**

+ Monitors and evaluates the quality of call response times, customer hang-ups and agent contacts to ensure the call center is delivering customer service in compliance with standards and procedures.
+ Implements strategies and initiatives to maintain the highest service standards, operational effectiveness and efficiency of the contact center and customer service team.
+ Documents and presents quality issues and performance measures for management review.
+ Distributes customer satisfaction surveys and conducts customer focus groups to identify and analyze service quality issues.
+ Makes recommendations regarding tools, techniques or processes th...