Quality Analyst

Job Description

Role and Responsibilities:

• Ensure that all of the quality check procedures put in place by the company are followed for all recorded calls.
• Create comprehensive documentation for quality issues and note the corrective actions that were taken
• Educate the team on quality control issues and work with team leaders to improve overall company quality and A leads.
• Call Monitoring or Evaluation
• Listening to recorded calls from the agents to evaluate and assess if the client is qualified.
• Generating daily, weekly, & monthly Quality Reports.

Requirements

• A keen eye and hearing for details
• Excellent English proficiency with very good comprehension and writing skills.
• Excellent analytical skills
• Computer literacy
• Database management
• The ability to consistently identify mistakes across thousands of inspections
• The ability to closely follow quality standards
• Decision-making skills

Benefits

• Fixed schedule and weekends off
• Easy call monitoring process and work flow
• Attendance bonus
• HMO
• 13th Month
• Night diff pay