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Quality Assurance
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Full-time
- The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions.
- Help assist in reaching a goal of 700 -1000 or more calls scanned and documented on a monthly basis.
- This goal is achieved by examining and coaching agents from different areas within Customer Care, Collections and Order Management.
- Assist with the development, execute Quality Assurance training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard)
- Assist department Team Leads/Supervisor(s) when needed and/or required.
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