The Quality Assurance Senior Analyst success is measured by their ability to provide high quality insights, while meeting or exceeding key performance metrics as defined by the organization. 

• Evaluating random interactions per Agent per month to identify gaps in essential customer service skills, troubleshooting skills or process knowledge.
• Conduct coaching sessions for agents (individually or in a team) based on audit findings.
• Conduct product & process training, quality interventions, call listening activities for the agent group.
• Conduct new hire certification (during and post training) for all employees.
• Conduct random quality checks to measure process compliance.
• Provide insight on behaviors, patterns and quality compliance levels.
• Share best practices with agents to help them improve quality, productivity and other key operational metrics.
• Identify and report on areas of opportunity to increase productivity and efficiency.
• Identify & highlight agent behavior that can lead to client escalations and potentially impact Clients or the business.
• Assume the role of a Call Center Agent by handling interactions for at least 4 hours per month.
• Execute all assigned tasks within timelines.
• Ability to work under pressure, prioritize tasks and meet deadlines.
• Work on special projects or take on additional responsibilities that may be assigned from time to time.