Quality Analyst

• Monitor and assess live calls to ensure that quality standards are met and are in accordance with policies and procedures set by the business unit
• Complete the standard quality monitoring form to be handed out to operations for agent coaching
• Facilitate call calibrations weekly following the standard steps provided by the center
• Coordinate with training to provide feedback on quality issues
• Help Team Leaders conduct coaching sessions
• Check records for data entry errors
• Perform other tasks as assigned by the Quality Leader

Qualifications

• Understanding of US/UK/CA business culture is preferred
• Previous QA experience in other call centers is preferred
• Knowledge of sales and customer service processes
• Must be a good listener and have excellent comprehension skills
• Ability to function in a rapidly changing and evolving work environment
• Must be able to multi-task and meet tight deadlines
• Ability to work in a fast-paced, aggressive growth environment.
• Must be able to pay strong attention to detail and accuracy
• Must have excellent organizational skills
• Must be able to work independently
• Must be a team player
• Must be comfortable working in the night shift