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QA Analyst

Quality Evaluation

  • Assesses agent calls through evaluation, particularly on Call Handling, Call Flow and Current Trends
  • Documents all the areas for improvement spotted during the evaluations; tracks the repeatability of the errors
  • Identifies the potential root causes of the areas for improvement

Agent Development

  • Monitors agent development by looking into the trend of each agent’s areas for improvement, provide the names of the agents needing coaching
  • Alerts team leads and managers of agents who have not been showing any improvements
  • Coordinates with team leads for the specific action items for non-performing agents, monitor the progress of action items
  • Tracks the coaching compliance of each team lead

Communication

  • Conducts a twice a month QA talk/huddle to each team, discussing top areas for improvement and how to prevent incurring them
  • Sends quality advisories as needed to reinforce QA talk/huddle

Process Improvement

  • Raises any concerns that have/might have huge impact on the team to site quality/training leads
  • Consciously finds ways to further improve/streamline quality processes
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