Quality Assurance Analyst

Listen to recorded or live customer interactions to assess agent performance. • Conduct thorough evaluations of calls, emails, chats, and other customer interactions based on predefined criteria and quality standards. • Provide constructive feedback to agents based on evaluation results. • Analyze QA data to identify trends, patterns, and areas of concern. • Collaborate with management and other stakeholders to develop and implement process improvements. • Contribute to the development and refinement of the quality assurance framework. • Assist in the development and delivery of training materials, modules, and resources related to customer service quality.