Call Quality Analyst Job Description
Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results.
Provides feedback to improve performance and develops training programs tailored to our specific clients. Works with other internal teams to define quality metrics.
The successful candidate will work with our marketing teams to turn data into information, information into insight and insight into business decisions for our clients.
Call Quality Analyst Job Duties
Call Quality analyst responsibilities include conducting full lifecycle analysis to include requirements, activities and design. Call Quality analysts will develop analysis and reporting capabilities.
They will also monitor performance and quality control plans to identify improvements of our client accounts.
Call Quality Analyst Responsibilities
Interpret data, analyze results using statistical techniques and provide ongoing reports
Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality
Acquire data from primary or secondary data sources and maintain databases/data systems
Identify, analyze, and interpret trends or patterns in complex data sets
Filter and “clean” data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems
Work with management to prioritize business and information needs
Locate and define new process improvement opportunities