Call center quality assurance analysts ensure that all inbound or outbound calls meet company standards. This means that they read over call transcripts and/or listen to audio recordings to discover issues and then come up with strategies to address any problems they find. Call center quality assurance analysts also compile issues and recommendations for improvements, giving this information to their managers. They also prepare and/or update existing guidelines to ensure calls are at their desired quality level.
Quality Assurance Analyst, Call Centers Tasks
Audit and review quality assurance processes and tasks, including calibrating across analysts.
Document problems and provide feedback and coaching to improve call center quality.
Monitor and evaluate call to the call center, and listen for deviations from organizational policies and standards.
Synthesize and analyze call data to report on ticketing, timing, and other key metrics.