Contact Center Quality Assurance Auditor monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for management to identify the issues and performance. Being a Contact Center Quality Assurance Auditor assists with feedback and training of individuals who have contact with customers. Typically requires a bachelor's degree. Additionally, Contact Center Quality Assurance Auditor typically reports to a manager. The Contact Center Quality Assurance Auditor gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Assurance Auditor typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Contact Center Quality Assurance Analyst
Overview
The Contact Center Quality Assurance Analyst plays a crucial role in maintaining the quality and efficiency of call center operations. This position involves monitoring and evaluating interactions between call center agents and customers to ensure that high service standards are met. The primary objective is to enhance the overall customer experience, ensure compliance with company policies, and promote continuous improvement.
Responsibilities
1. Monitoring and Evaluation:
2. Quality Assurance Standards:
3. Training and Development:
4. Reporting and Metrics:
5. Bilingual Skills (English/Spanish):
Qualifications