The QA is responsible for listening to a percentage of calls (handled by the CSRs/TSRs) to ensure an excellent customer experience and to guarantee all processes and procedures are followed.
Quality Analyst (QA)-
JOB SUMMARY: The Customer Experience Coach (QA) is responsible for listening to a percentage of calls (handled by the CSRs/TSRs) to ensure an excellent customer experience and to guarantee all processes and procedures are followed. The QA identifies areas of opportunity through their daily audits, works on action plans to drive these areas of opportunity to improve individual and team performance, and ensure an excellent customer experience. The QA must be in constant communication with their Team Leader and Operations, so they can be aligned and calibrated when providing instructions to agents. QAs must be calibrated with the specifications and guidelines given by the client to give the most effective feedback. QAs should develop a good relationship with the operations supervisors’ teams assigned.
ROLES AND RESPONSIBILITY:
REQUIREMENTS AND EXPERIENCE: