The role of the Quality Analyst is to perform quality assurance audits on phone calls and case logs. The QA will review and grade customer contact events for technical accuracy, compliance to policies and procedures and observable soft skills. Provide feedback to assist in the creation of quality standards and performance improvement goals. Performing Case and Call assessments within agreed timeliness Producing Quality Reports. Providing feedback to the Quality Manager, Team Leaders and Coaches Listen to Calls both Live and recorded Daily Case monitoring Compile, Analyze and publish quality data Investigate and determine root cause of customer complaints One on One feedback sessions Calibration with team members and other support staff Analyze Customer surveys.
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