QA Analyst Position
4 days ago
CED Solutions Inc. is a leading provider of specialized staffing services, delivering top talent to clients in the Customer Service industry.
We take pride in our expertise and commitment to providing an unmatched end-to-end client experience.
This opportunity is part of our ongoing efforts to expand our team and deliver exceptional results for our clients.
Job DescriptionThe Quality Assurance (QA) Analyst role involves evaluating recorded voice calls to ensure adherence to company and client standards.
The successful candidate will be responsible for assessing agent performance, identifying areas for improvement, and providing insights to enhance the overall customer experience.
The ideal candidate will have strong analytical and listening skills, with the ability to work independently and adapt to changes in processes or requirements.
Responsibilities- Evaluate recorded voice calls based on predefined quality standards.
- Score calls accurately and provide constructive feedback to enhance agent performance.
- Identify trends and areas for improvement to maintain service excellence.
- Collaborate with operations and training teams to address performance gaps.
- Maintain compliance with company, client, and regulatory guidelines.
- Generate and maintain quality reports highlighting key findings and recommendations.
- Participate in calibration sessions to align scoring and feedback across teams.
- Support initiatives to improve call quality and customer satisfaction.
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