Quality Auditor -Credit Card/ Banking Account

We are looking for an engaging and enthusiastic Call Center Quality Assurance Analyst to join our growing team.

About the Role

In this role, you will be responsible for conducting monthly quality assurance evaluations for phone agents in accordance with our company standards, providing constructive and detailed feedback, helping identify the root cause of scorecard misses, and identifying agent-wide knowledge or process gaps. Additionally, in a supporting capacity, you may assist agents with complex questions or call escalations. To ensure success as a Call Center Quality Assurance Analyst, you should have expertise in customer authentication and quality assurance standards.

Responsibilities

• Conduct QA evaluations on calls using the organization’s QA form
• Identify opportunities to improve the QA form and overall QA process
• Identify agent-wide knowledge or process gaps and ...