The Role
Quality Analyst plays an active role in evaluating platform results and coaching evaluators performance.
What You'll Do
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
What You'll Bring
Dedicated to meeting the expectations and requirements of internal and external customers.
Ability to establish and maintain effective relationships by gaining trust and respect through consistency and reliability.
Proven ability to coach a...