Quality Analyst

Humach Jamaica Limited

Kingston

About Us

Humach is a fast-growing company based in the United States and is an industry pioneer in the contact center and digital Associate /AI industry, focusing on customer Service, Sales, and other Support. For over 34 years, the leadership at Humach has continued to revolutionize the CX industry into where we are today. We combine the best of human and digital Associates for the benefit of the end customer.

Humans + Machines
That's Humach

Quality Analyst

Major Responsibilities:

· Use quality monitoring data management systems to compile and track performance at individual and team level.

· Monitor agents’ performance and provide trend data to direct report.

· Ensure all evaluation quotas are completed within the expected timeframe.

· Provide actionable data to various internal support groups as needed.

· Attend and participate in partner and internal calibration sessions.

· Meet targets and deadlines as set by direct report.

· Manage agents to ensure partner and... More Detail

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