Quality Analyst plays an active role in evaluating platform results and coaching evaluators performance.

• Audit calls and processes to identify gaps
• Coach supervisors one‑on‑one providing strengths and opportunities on scoring method
• Conduct calibrations with evaluators to ensure consistency
• Audit different platforms based on need to ensure client expectations are being met
• Work with other analysts to propose process improvements to improve overall quality
• Teach new supervisors the quality system and scoring method
• Works with the Client Experience Team’s mailbox for client requests
• Support additional initiatives and efforts of the QA team as necessary

• Dedicated to meeting the expectations and requirements of internal and external customers. Ability to establish and maintain effective relatio...