Senior Quality Analyst

Overview

Looking for full-time work (8 hours/day)

at $4.60/hour ($809.60/month)

Bachelors degree

Last Active

April 27th, 2024 (13 days ago)

Member Since

February 8th, 2022

Profile Description

Provide quality metric analysis on compliance scores, CSAT/Customer Satisfaction, first call resolution and other agent quality performance measures
Provide root cause analysis on program, team and agent level identified opportunities
Provide recommended intervention activities to address quality metric opportunities identified
Provide training agenda feedback on nesting quality metric performance
Provide analysis on other operational metrics such as average handle time, emails per hour, etc.
Monitor QA Scores of the assigned account
Track and act on customer feedback
Review Quality parameters and make changes whenever necessary in consultation with Operations
Monitor Calibration levels
Prepare Quality Improvement Plans
Receives inbound calls (as necessary)