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Quality Analyst

, CA, United States

16916BR

California

Job Description

Monitor and measure the quality of inbound and outbound customer service calls.

Prepare and present audit reports for management to identify issues and performance

Assist with feedback and training of L1 / L2 representatives who have contact with members.

Developing and implementing quality control audit plans

Training employees on quality standards and procedures.

Perform a minimum of 5 audits / agent / month.

Documenting defects and recommendations for improvement of process

Prepare RCA`s when needed and present to management.

Calibarate calls with client and have variance of

Qualifications

graduate

Range of Year Experience-Min Year

3

Range of Year Experience-Max Year

20

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