Junior Quality Assurance - Compliance

Monitors then grades phone-calls and e-mail exchanges to ensure proper techniques are used. • Reviews staff’s work quality using call recording systems and applications. • Provides data on daily call monitoring to management. • Works with team members to ensure feedback on monitored calls and emails. • Identifies opportunities for improvement on performance and customer experience. • Creates daily reports outlining call performance levels. • Develops and recommends action plans to improve operational performance. • Reports to the COO and upper management. • Stays current with guidelines, policies, and regulation changes. • Conducts job duties in a timely manner. • Provides training for new Quality Assurance agents. • Ensures compliance with Company quality procedures and guidelines.