Quality Analyst|International

Job highlights

• Professional/university degree with 1-2 years experience in quality analysis

• Monitor and evaluate customer calls and contacts for quality; document issues and support feedback and training; lead junior team members

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.

• Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

• Positions on this level are fully proficient in executing established standards.

• Works independently within set frames and follows set course.

• Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

• Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.