JD For Quality Analyst:1.5+ Yrs as a Quality Analyst in voice.Monitor, evaluate and score against established quality assurance instruments and standardsReview, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standardsParticipate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication toolsSupports and communicates business goals, quality standards, processes and procedures and policiesEnsures the call center agents adhere to predetermined quality assurance standards and the businesss standard operating proceduresMonitor calls to provide feedback regarding telephone etiquette, product information given and proceduresProvides performance expectations, action plans and development plans to improve call qualityProvides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determinedInterested candidates can apply to kinnera259@gmail.com