QA

Include call monitoring and providing actionable insights. Through monitoring, a QA analyst gathers information to improve agent performance. As the QA monitors the customer interactions, they use evaluation forms to capture insights from these interactions Performs monitors of customer calls. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff. Lead process improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce cost. Created and revised procedures, checklist and job aids that resulted in process consistency and reduced error disputes.