Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Trainee Process executives/Process executives who deal with our existing and potential customer.

The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

This individual will assist in developing, creating and implementing call quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience and improve performance of team.

Participates in design of call monitoring formats and quality standards.

Uses quality monitoring data management system to compile and track performance at team and individual level

Coordinates and facilitates call calibration sessions for Trainee Process executives/Process executives .

Provides feedback to team leaders and managers.

Prepares and analyzes internal and external quality reports for management staff review.

Perform other duties as assigned