Quality Analyst
Core
Lead Customer Experience/Quality Analyst driving continuous improvement in customer interactions and team performance through observations, analysis, and coaching.
Role type
Lead Customer Experience/Quality Analyst
Builds
Improved customer satisfaction (CSAT), issue resolution rates, and agent performance metrics
Domain
Customer Experience / Call Center Operations
Required skills
Quality audit & coaching process expertise, data analysis and pattern identification, root cause analysis, performance metric tracking (CSAT, ASAT, Issue Resolution), calibration session facilitation, targeted recommendation generation, Microsoft Office proficiency (Excel, PowerPoint), fluent written and verbal English
Preferred skills
Experience in call center quality analysis, ability to comprehend business professional communication, service-oriented attitude
Responsibilities
Complete Customer Experience observations using designated forms, deliver team-level analysis to identify performance improvement opportunities, drive quality of customer interactions by identifying defects and root causes, improve team performance on CX metrics through engagement, maintain program expertise by completing required contact handling hours, build consistency in evaluation through calibration sessions, drive consultant improvement via targeted recommendations, produce Level 1 analysis for assigned teams
Seniority
Lead, hands-on IC with team development responsibilities
