Quality Assurance Analyst

Quality Assurance Analyst

Terms: Full time, permanent, 40 hours a week

• Evaluate customer interactions (voice and emails) to ensure contacts are being efficiently processed, compliance regulations are followed, and customers are provided with accurate information to answer their questions.
• Conduct training based on the business needs and opportunities identified
• Conduct reviews to assess quality assurance practices, software products and information systems
• Adopt and use multiple techniques of evaluation ranging from listening to calls and reviewing email transcripts to live listening to role-playing
• Develop a comprehensive understanding of the business, get intimately familiar with processes, values, and goals of the customer service organization
• Develop and build subject matter expertise and become well-versed in agents procedures, business process handling and the established QA process
• Provide coaching feedback to agents in a constructive and empathetic manner.
• Take customer calls periodically to remain in touch with the actual customer experience process and call handling protocols.
• Provide business leaders with insights on key trends identified in the QA process.

Skills: Computer & Technology 

Requirement: 1 to less than 2 years of experience

Qualification: Bachelor's Degree

How to Apply:

By email: bestbuildersreno@yahoo.com.