I worked as a Customer Represntative for 5 years before I became a QA Analyst. As a QA Analyst, we review calls and make sure that agents are following the correct process and provide feedback to the agents and provide suggestions on how they will improve.
Experience: Less than 6 months
Before being promoted as A Quality Assurance Associate, I worked as a Customer service representative for Telco and Online Retail account for 6 years
Experience: 2 - 5 years
As a Quality Assurance Associate I review phone call recordings, email and chat contacts for quality assurance and compliance and identify patterns, inconsistencies, and opportunities for improvement through audits. I also collaborate with operations and training team for better alignment.
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