Quality Assurance Analyst

Responsibilities:
- Monitors calls and provide feedback to agents
- Partner with the training team in providing feedback that would improve overall quality of performance
- Participates in call calibrations, monitoring with client and operations team expert on product support, escalations, verifications
- Coach and develop agents on quality, customer satisfaction and policies and procedures of the account
- Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root cause
- Generates reports and quality updates
- Provide recommendations on quality parameters and make changes whenever necessary in consultation with Operations and Process Manager
- Defining the quality parameters to the agents and defining the scope of improvisation
- Perform other duties assigned

Qualifications:
- Quality Analyst Experience in BPO
- Collections Experience
- Can work Onsite