The Call Quality Analyst assesses the performance of customer success associates by monitoring calls and evaluating their service quality, making recommendations for process improvements.
This is a remote position.
Job Description
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our sales & customer success associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, chats, and support ticket responses to assess an associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to the client success or sales process & training materials as needed to enhance the overall MyOperator customer’s experience.
Key Responsibility Area
- Develop or understand evaluation programs or Scorecard
- Call Monitoring or Evaluation
- Reporting
- Training and Coaching/Feedback
- Drive process improvements
Requirements
Requirements
- Graduate and over with excellent oral and written communication skills.
- Exceptional listening and analytical skills
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with GSuites (intermediate Docs, advanced Sheets)
- Strong data analytical capabilities to check trends, historic data, and predictive analysis
- Strong analytical skills and hands-on with spreadsheets, presentation & document writing.
Benefits
100% Remote Working
Flexible Working Hours
Similar Jobs
Fintech • Professional Services • Consulting • Energy • Financial Services • Cybersecurity • Generative AI
The role involves managing cross-program dependencies, optimizing processes, conducting quality assurance, and enhancing resource allocation strategies for financial transformation projects.
Top Skills:
Azure DevopsClarityMS OfficeTableau
Artificial Intelligence • Consumer Web • Digital Media • Information Technology • Social Impact • Software
As a Senior Quality Platform Engineer, you will develop and maintain quality infrastructure, improve developer experience, and implement quality engineering practices to ensure scalable, efficient testing workflows.
Top Skills:
AWSAzureCircleCICypressDockerGCPGithub ActionsGitlabJavaJavaScriptJestJunitKubernetesPlaywrightPythonRubyTypescript
Fintech • Professional Services • Consulting • Energy • Financial Services • Cybersecurity • Generative AI
Seeking an experienced Full Stack Developer with 8+ years expertise in backend and React UI, overseeing high-quality development, collaborating on modern web solutions, and driving performance optimization.
Top Skills:
Context ApiDockerGitGraphQLHTML5JavaJavaScriptJestKubernetesMochaNode.jsPythonReactReduxRestful ApisShellTypescript
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
