Quality Assurance Analyst

We are seeking detail-oriented and experienced Quality Assurance Analysts to join our team. The successful candidates will ensure the highest standards of quality and compliance in our outbound appointment setting campaigns. This role is critical to maintaining the effectiveness and efficiency of our appointment setting process, ensuring exceptional customer interactions and adherence to company policies.

Key Responsibilities:

• Monitor and evaluate outbound appointment setting calls to ensure adherence to scripts, compliance standards, and quality guidelines.
• Provide feedback and coaching to agents to enhance performance and improve call quality.
• Develop and update quality assurance metrics and scorecards.
• Conduct regular calibration sessions with the team to maintain consistency in quality assessments.
• Identify training needs and collaborate with the training team to address gaps.
• Prepare detailed reports on quality performance and suggest improvements.
• Stay updated on industry best practices and regulatory requirements related to outbound calling.

Qualifications:

• Proven experience as a Quality Assurance Analyst, preferably in an outbound call center or appointment setting environment.
• We can consider 2 or more years of Experience in Outbound Campaigns
• Strong analytical skills with the ability to evaluate performance and provide constructive feedback.
• Excellent communication and interpersonal skills.
• Familiarity with quality assurance tools and methodologies.
• Ability to work independently and as part of a team.
• High attention to detail and strong organizational skills.