The Call Center Quality Analyst(QA) is responsible for assessing the quality of the performance of the call center teams dealing with our existing and potential customers. The QA will monitor the inbound and outbound call and email and Social Media responses to assess the team members’ demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, implementing and assessing call center quality processes and procedures; as well as making recommendations on training to be done in order to improve the overall SunCulture customer experience.
