Quality Auditing Analyst

Apply for the Quality Auditing Analyst role at Intelegencia . Main Job Tasks, Duties, And Responsibilities Quality Control Design: Collaborate in the design and implementation of quality control monitoring formats and standards for call, chat, and email interactions. Data Management: Use quality monitoring data management systems to compile and track performance at both team and individual levels. Customer and Client Improvement Programs: Participate in customer and client improvement programs to identify customer needs, expectations, and areas for improvement. Monitoring and Reporting: Perform call, chat, and email monitoring and provide trend data to the site management team. Performance Management: Identify and monitor interactions with poor performance and work with team leaders to address these issues. Calibration Sessions: Coordinate and facilitate call calibration sessions for call center staff to ensure quality standards are maintained. Feedback and Coaching: Provide feedback to call center team leaders and managers, offering recommendations to improve performance. Lead coaching sessions or focus group discussions on identified critical and non‑critical errors. Performance Reporting: Generate comprehensive performance reports (daily, weekly, and monthly) that include evaluations, sampling, defects, QA scores, etc. Quality Reports: Prepare and analyze internal and external quality reports for management review. Additional Duties: Perform other duties as assigned by management to support the team and improve overall service quality. Qualifications At least 1–2 years experience as a quality analyst. High school graduate (minimum). Seniority level Associate Employment type Full‑time Job function Customer Service Industries Outsourcing and Offshoring Consulting and Telephone Call Centers #J-18808-Ljbffr