The Quality Assurance Analyst’s primary role is to be responsible for assessing the performance of the engagement center’s agents who deal with our consumers. The QA Analyst will monitor calls to assess technical accuracy, customer service performance, demeanor and complying with policies and procedures.

Job Descriptions:

• Participates in designing of QA monitoring formats and quality standards

• Performs call monitoring and provides trend data

• Uses QA results to compile and track performance at team and individual level

• Provides feedback to engagement center agents

• Prepares and analyses quality reports for management staff review

• Performs calibration sessions with team manager and staff

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