Job Description
Description
The Quality Analyst is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards for our line. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
You will:
- Monitor and evaluate sales agents’ customer interactions (calls/meetings, emails) based on quality metrics, ensuring compliance with company standards.
- Provide detailed feedback and coaching to agents on improving sales skills, conversion rates, and communication efficiency.
- Coordinate with sales and operations management to evaluate the effectiveness of coaching and mentoring measurements and ensure streamlined step goals are achieved.
- Continuously maintain knowledge of changes to client products, services, policies, and procedures and rec...