Quality Auditing Senior Analyst with Italian

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Quality analyst role is responsible for monitoring and evaluating the performance of sales agents to ensure compliance with program standards and client requirements. This role involves analyzing call recordings, providing feedback, and developing strategies to enhance the quality of service and improve sales performance.

Responsibilities:

• Complete quality audits of agent transactions each month per agreed schedule.

• Provide timely, relevant, and possibly sensitive feedback to agents and their team manager.

• Create and complete Quality Assurance reports and distribute to stakeholders.

• Analyze quality results and provide training, process, and quality improvement recommendations.

• Participate in internal and external client meetings re quality processes, the quality form, or quality improvement initiatives.

• Participate in and or manage monthly calibration sessions with internal stakeholders and or the client.

• Improve agent performance through the completion of side by side coaching.

• Maintain all quality assurance metrics. Fulfill other quality coaching assignments as needed.