Quality Auditing Analyst

Description

• Conduct thorough quality audits on call center interactions to ensure adherence to company standards and procedures.
• Utilize data analysis to identify trends and areas for improvement in customer service delivery.
• Provide feedback and coaching to staff to enhance service quality and performance.
• Collaborate with management to develop and implement corrective action plans based on audit findings.
• Maintain documentation of audits and prepare reports to track performance metrics.
  
  

• Educational Qualifications: Bachelors degree in a relevant field
• Experience Level: 3-5 years of experience in quality auditing, preferably in a call center environment
• Skills and Competencies: Proficient in Salesforce and EPIC Tool; strong customer service skills
• Qualities and Traits: Detail-oriented with excellent analytical and communication skills
• Responsibilities and Duties: Ability to provide constructive feedback and suggestions for improvement
• Working Conditions: Fast-paced environment with a focus on team collaboration