QA Analyst (Inbound & Outbound Calls)

Updated: May 06, 2024 08:08 PM GMT

Job Portal - dinCloud Pakistan

Islamabad

JOB DESCRIPTION:

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our global service desk support agents. The QA Analyst will monitor inbound and outbound call, email and chat responses to assess the associates demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training and support materials as needed to enhance the overall experience of ATSGs clients.
• Participates in monitoring of phone, email, and chat client contacts and ensuring quality standards.
• Uses quality monitoring scorecards to compile and track performance of team members.
• Adapts to process changes identified based on client needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Participates in call... More Detail