Quality Assurance Analyst

Responsibilities: Monitors calls and provide feedback to agentsPartner with the training team in providing feedback that would improve overall quality of performanceParticipates in call calibrations, monitoring with client and operations team expert on product support, escalations, verificationsCoach and develop agents on quality, customer satisfaction and policies and procedures of the accountExpert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root causeGenerates reports and quality updatesProvide recommendations on quality parameters and make changes whenever necessary in consultation with Operations and Process ManagerDefining the quality parameters to the agents and defining the scope of improvisationPerform other duties assigned Qualifications: Quality Analyst Experience in BPOCollections ExperienceCan work Onsite