The Call Center QA will monitor inbound and outbound calls assessing demeanor, technical accuracy, overall performance, script adherence in conformity with company guidelines. Must be able to compile data and conduct statistical analysis of quality trends, align performance with Managers so that the quality of call center associates is maintained at the highest level.
College degree or equivalent experience required
At least 1 year of proven experience as a Quality Analyst or Supervisor, preferably in a customer service or call center environment
Demonstrate strong ability in statistical analysis
Demonstrate strong interpersonal skills and Verbal Communication Skills