Customer Care Quality Assurance Analyst

The customer care quality assurance analyst plays a crucial role in ensuring the highest standards of customer care are maintained within our contact center operations. Responsibilities include reviewing calls, evaluating representative performance, identifying areas for improvement, and implementing quality processes to enhance overall customer satisfaction. Requirements Essential Functions and Responsibilities. Conduct regular evaluations of calls handled by customer care representatives (CC - Rs) to assess adherence to company policies, procedures, and quality standards. Analyze performance metrics and key performance indicators (KPIs) to identify trends, patterns, and areas of improvement for individual CC - Rs and Customer Care. Provide constructive feedback and coaching to CC - Rs based on quality-evaluation results, focusing on areas for improvement and opportunities for skill development. Collaborate with the training manager and supervisors to develop and implement training pr...Quality Assurance, Customer Care, Assurance, Analyst, Customer Experience, Quality, Technology, Retail