Quality Assurance Analyst

Position Description

The Quality Assurance Analyst takes responsibility for monitoring and documenting agent call quality in support of the departmental quality goals and initiatives. He/She evaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards. He/She fairly and consistently reviews calls of agents for accuracy and coaches each agent for success in executing superior service and quality to our customers. He/She documents the call quality results and provides feedback and trend data to the management as required.

Your future duties and responsibilities

• Monitors and reviews agents call and/or ticket case handling for accuracy of information in accordance with client-specific guidelines.
• Record evaluations utilizing departmental quality monitoring forms.
• Deliver coaching feedback to agents on call performance.
• Provide Supervisors and the Manager with regular performance feedback on the agents.
• Prepare and analyze quality reports for Management review.
• Participate in the design of quality monitoring forms and quality standards. . Able to work extended hours when required.
  
  

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

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