Job Description
The Quality Assurance Analyst is responsible for monitoring and evaluating inbound/outbound/side-by-side interactions for the quality of products. In this role, you will be responsible for tracking issues in the quality process, tools, or systems, providing feedback & coaching to improve performance, develop training programs, and maintain a close working relationship with other department personnel to meet and maintain product quality.
Responsibilities and functions
- Evaluate inbound/outbound/side by side calls/claims/interactions/chats/emails
- Provide feedback/coaching according to company standards
- Identify and remedy defects within the production process
- Transfer knowledge & skills
- Lead quality talks for new hires and cross-trainees
- Participate & lead call listening/calibration sessions
- Provide support for new hires during OJT
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