Quality Analyst

ESSENTIAL DUTIES AND RESPONSIBILITIES
Attends Train the Train Sessions and all pertinent trainings to ensure high standards of product knowledge is attained
Conduct quality assurance evaluations (internal audits) for employees to improve the customer experience
Provides immediate feedback to employees who incur critical error
Conducts regular feedback to employees regarding their quality audits
Spearheads in internal and external calibration sessions and provide calibration result
Ability to come up with root cause analysis and suggest action items
Generate weekly, monthly and quarterly quality audit related reports which shall be sent out to internal clients such as Operations Manager and team captain.
Help improve the technical competence of our frontline consultants through quality evaluations, which identify both strengths and development opportunities.
Performs other duties as assigned.