As a Quality Assurance Analys t, you play a key role in ensuring exceptional customer experience by monitoring interactions, maintaining quality standards, and driving continuous improvement across the contact center

• Monitor customer interactions to ensure client and customer expectations are consistently met.
• Conduct daily internal quality audits in line with company quotas and standards
• Identify and escalate any suspicious or malicious behavior observed during monitoring
• Evaluate agent performance and adherence to quality policies, procedures, and compliance standards
• Deliver structured coaching and feedback sessions using internal QA frameworks
• Complete required observations and coaching per agent, aligned with client requirements and internal targets
• Provide actionable feedback and development plans through effective interpersonal communication
• Collect and anal...