Quality Analyst | Local Telco Account

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...