Job Description
Overview
We're Hiring (1) Quality Assurance Analyst & (1) Quality Assurance Lead for our Local Telco Account!
About The Role (Quality Assurance Analyst)
As a Quality Assurance Analyst, you will play a crucial role in maintaining the high standards of customer service within our organization. Your responsibilities will include:
- Participating in customer and client listening programs to identify needs and expectations.
- Monitoring the effectiveness and quality of incoming calls and emails.
- Identifying weaknesses in performance and devising solutions for improvement.
- Ensuring compliance with company quality systems and identifying process improvement opportunities.
- Generating and maintaining detailed feedback and coaching documentation.
- Providing constructive feedback to call center team leaders and managers.
- Offering daily feedback through both verbal and written communication.
- Develo...
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