An impartial role focused on monitoring, scoring, and analyzing agent performance to ensure consistency, accuracy, and adherence to company policies and legal compliance standards.
* Conduct objective evaluations of recorded and live calls, emails, and chat interactions using a standardized scoring rubric. * Identify and report on critical non-compliance issues and significant knowledge gaps within the team. * Analyze quality data to identify trends in customer dissatisfaction or agent errors. * Work with the Training Manager and Team Leaders to develop targeted coaching and training materials. * Calibrate scoring with other QA analysts and management to ensure evaluation consistency.
* Education: Bachelor's Degree in a relevant field preferred. * Experience: 1-3 years in a Call Center or QA role; a strong background in the IT/product being supported is crucial. * Technical: Advanced proficiency in auditing software and reporting tools (e.g., Excel/Google Sheets) for data manipulation. * Skills: Exceptional attention to detail, strong written communication, and an objective, analytical mindset.