Responsibilities:

• Include call monitoring and providing actionable insights. 
• Through monitoring, a QA analyst gathers information to improve agent performance. 
• As the QA monitors the customer interactions, they use evaluation forms to capture insights from these interactions Performs monitors of customer calls. 
• Participates in customer and client listening programs to identify customer needs and expectations. 
• Provides actionable data to various internal support groups as needed. 
• Coordinates and facilitates call calibration sessions for call center staff. 
• Lead process improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce cost. 
• Created and revised procedures, checklist and job aids that resulted in process consistency and reduced error disputes.