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Quality Analyst Roles/Responsibilities Messages in this topic - RSS


What is the role and what are the job responsibilities of a call center Quality Analyst?

- kumarraj.G
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The role of the QA Analyst/Assessor is to assess agent performance/behaviour in a call center, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service. The aim of the QA department is to ensure that Quality Assurance is applied in an independent, objective and neutral manner, and secondly to contribute significantly to:

* the reduction of business risk
* improving the quality of call center agents calls (voice and email)
* continuous improvement in business processes
* the reduction of agent attrition
* the improvement of overall contact center performance
* highlighting areas of risk in your business

I have several generic documents that can be shared with you if needed -- you may contact me for further information at vbuchanan@cellc.co.za.

Kind Regards,

- Vanessa Buchanan
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