Quality Auditing Analyst

• Quality Control Design: Collaborate in the design and implementation of quality control monitoring formats and standards for call, chat, and email interactions.
• Data Management: Use quality monitoring data management systems to compile and track performance at both team and individual levels.
• Customer and Client Improvement Programs: Participate in customer and client improvement programs to identify customer needs, expectations, and areas for improvement.
• Monitoring and Reporting: Perform call, chat, and email monitoring and provide trend data to the site management team.
• Performance Management: Identify and monitor interactions with poor performance and work with team leaders to address these issues.
• Calibration Sessions: Coordinate and facilitate call calibration sessions for call center staff to ensure quality standards are maintained.
• Feedback and Coaching: Provide feedback to call center team leaders and managers, offering recommendations to improve performance. Lead coaching sessions or focus group discussions on identified critical and non-critical errors.
• Performance Reporting: Generate comprehensive performance reports (daily, weekly, and monthly) that include evaluations, sampling, defects, QA scores, etc.
• Quality Reports: Prepare and analyze internal and external quality reports for management review.
• Additional Duties: Perform other duties as assigned by management to support the team and improve overall service quality.

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