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Quality Analyst (CALL CENTER)

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TITLE: Quality Analyst


Roles and Responsibilities:


  • Participate in the design of quality control models of service channels and quality standards.
  • Monitor calls/visits/emails and provide data to the management team.
  • Use QC/paper system to assemble and track performance for call center teams and improve performance.
  • Participate in customer listening programs to identify needs and expectations.
  • Provide actionable religions for various internal support groups as needed.
  • Coordinate calibration sessions for the Centre's staff.
  • Provide feedback to the leaders of the call center and management teams.
  • Preparation and analysis of internal and external quality reports to review the Department's relevant staff.
  • Conduct quality training sessions with various members of the contact center team.
  • Other duties as assigned


Qualifications

  • Outstanding communication and personal skills
  • Experience in quality assurance in a call center/customer service environment (preferably)
  • Knowledge of relevant customer relations management practices/systems.
  • experience in a federal government entity of at least two years.

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