As a Quality Assurance Analys t, you play a key role in ensuring exceptional customer experience by monitoring interactions, maintaining quality standards, and driving continuous improvement across the contact center
Key Responsibilities - Monitor customer interactions to ensure client and customer expectations are consistently met.
- Conduct daily internal quality audits in line with company quotas and standards
- Identify and escalate any suspicious or malicious behavior observed during monitoring
- Evaluate agent performance and adherence to quality policies, procedures, and compliance standards
- Deliver structured coaching and feedback sessions using internal QA frameworks
- Complete required observations and coaching per agent, aligned with client requirements and internal targets
- Provide actionable feedback and development plans through effective interpersonal communication
- Collect and anal...