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Call Center Quality Analyst

Empresa Confidencial · Saint-Domingue

New
Mid 🇬🇧 English
Excel

Job description

About the role

The Quality Analyst monitors and evaluates agent performance, provides coaching and supports program quality assurance standards to drive continuous improvement.

Key responsibilities

  • Audit daily customer interactions (calls, emails, chats) for quality and compliance.
  • Provide constructive coaching and feedback to agents and supervisors.
  • Host weekly performance calls and lead live call listening sessions with the client.
  • Facilitate role-play coaching focused on script adherence and objection handling.
  • Participate in calibration and contribute to performance improvement strategies.
  • Maintain updated QA documentation and reporting.

Required profile

  • Minimum 2 years of experience in Quality Assurance or Customer Service.
  • Familiarity with audit processes and call monitoring is preferred.
  • Excellent verbal and written communication in English.
  • Proactive mindset and ability to work independently.

Required skills

  • Solid understanding of call center metrics and QA methodology.
  • Experience with reporting (Excel) and providing feedback.
  • Analytical, observational and detail-oriented skills.

Questions fréquentes

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Published 3 hours ago

Expires 1 month from now

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Empresa Confidencial

Saint-Domingue

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