Customer Care Quality Assurance Analyst
Summary
The Customer Care Quality Assurance Analyst evaluates contact center representative performance and manages call scoring to ensure high standards of customer service. This role focuses on identifying improvement opportunities to enhance overall customer satisfaction.
The Customer Care Quality Assurance Analyst ensures the highest standards of customer care are maintained within contact center operations. This role is responsible for evaluating representative performance, identifying areas for improvement, and supporting quality processes that enhance customer satisfaction. QA Analysts own the call evaluation and scoring function; training delivery and SOP authorship sit with the Training team.