Job purposeThe Quality Analyst works with minimal supervision and is frequently required to use professional skills, discretion and sensitivity while addressing various quality and training issues. Will work as a team member in determining departmental needs and serves as a resource for the Associates and Management Team. Provides Quality, Training and coaching for the further development of each employee. Must work well with a variety of individuals and be able to resolve issues professionally.Key responsibilitiesMonitor and evaluate customer interactions across various channels (phone, chat, email, social media) to ensure quality standards are metProvide regular feedback to agents and their supervisors on their performance based on established quality metricsConduct root cause analysis of any identified quality issues and work with the team to develop and implement corrective actionsCollaborate with other departments to identify opportunities to improve the customer experienceDevelop and maintain quality assurance policies and proceduresParticipate in the training and development of new call center agentsPrepare and present reports on quality metrics and trends to managementQualifications & Desired SkillsExperience: 6 Months - 1 yearSkills:Strong MS Advanced Excel skillsExcellent verbal and written communication skills required.Strong customer service and interpersonal skillsBasic facilitation, research, and problem-solving skills preferred, but not requiredAbility to analyze data and derive actionable insightsClient focused and solutions oriented; Good problem solving and analytical skills. Ability to use judgment to help analysts apply the most appropriate solution for complex client situationsAbility to collaborate and work effectively with cross functional teamsSelf-learner interested in both the how and the whyAbility to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detailDemonstrates ability to coach and provide feedback to analysts