Quality analyst

Responsibilities Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practices Setup management-approved key metrics and monitor performance on each metric Ensure continuous improvements on the evaluation metrics Compile and present reports on performance metrics to management, highlighting areas of success and areas needing improvement Report on performance on key metrics to management satisfaction Manage the system configuration for monitoring performance on defined metrics (scorecards, dashboards, and reports) Sales and customer support 30% Continuously measure the quality of voice calls, video calls, live chat, email, and text messages Interpret QA scorecard results and advise on midcourse corrections and/ or improvements Listen to live or recorded calls to evaluate sales and customer service agents' performance Assess calls based on predefined quality criteria, such as adherence to scripts, professionalism, accuracy, an...