The Role Quality Analyst plays an active role in evaluating platform results and coaching evaluators performance.
What You’ll Do - Audit calls and processes to identify gaps
- Coach supervisors one‑on‑one providing strengths and opportunities on scoring method
- Conduct calibrations with evaluators to ensure consistency
- Audit different platforms based on need to ensure client expectations are being met
- Work with other analysts to propose process improvements to improve overall quality
- Teach new supervisors the quality system and scoring method
- Works with the Client Experience Team’s mailbox for client requests
- Support additional initiatives and efforts of the QA team as necessary
What You’ll Bring - Dedicated to meeting the expectations and requirements of internal and external customers. Ability to establish and maintain effective relatio...