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Technical Support Quality Assurance Analyst
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- As a Quality Assurance Analyst I (QA), your primary responsibility is to assess the performance quality of our call center agents engaging with our existing customers via phone, chat, and e-case interactions.
- You will conduct meticulous monitoring of inbound calls, chats, and e-case responses to evaluate the agents' technical accuracy, customer service performance, and adherence to company policies and procedures.
- Apply data management principles proficiently to compile and track the performance of engineers, ensuring accuracy and reliability of performance metrics.
- Engage in call calibration sessions with site managers to ensure consistency and alignment in assessing and maintaining quality standards across teams.
- 2-3 years of experience as a Quality Assurance Analyst in a remote call center environment.
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