United States onlyFirstsource is seeking a Quality Analyst to monitor consumer contact center activity, measure quality levels, and recommend updates to procedures or training. The role involves producing quality-related reports, providing feedback to managers, and participating in audit evaluations. This position contributes to improved call center quality and staff training.
Requirements
- Perform daily quality audits of the call center and/or operations personnel.
- Monitor inbound and outbound telephone calls.
- Provide accurate and timely quality monitoring reports.
- Assist in the evaluation of quality audit disputes.
- Assist with training specialists.
- Consult with senior peers and management on projects.
India only
CA, PH + 2 more
