Quality Assurance Officer

JOB DESCRIPTION

. Aligns quality standards to adhere to current company standards.
. Evaluates agent service delivery and product knowledge, and provides associated feedback and suggestions to enhance the customer experience and productivity.
. Compiles statistical data with narratives and present findings to the team and stakeholders.
. Identifies and analyzes irregularities or trends and uses findings to improve the customer experience and the sales conversion rates.
. Manages short-term projects as they relate to the Quality and Process improvement and/or Customer Experience.
. Provides assessment and action plan to agent, team, or department and provides reporting with root cause analysis to Manager, on areas of improvement.