Quality Assurance Analyst (QA) is responsible for assessing the quality of the
performance of our call center associates who deal with our existing and potential
QA will monitor inbound and outbound call responses to assess associates demeanor,
technical accuracy, customer service performance, and conformity to company policies
This individual will assist in developing, creating and implementing call center quality
processes and procedures; as well as making recommendation for enhancements to
training materials as needed to enhance the overall customers experience.