URGENT: Quality Analyst
Core
Lead Customer Experience/Quality Analyst responsible for completing CX observations, driving team-level analysis to improve CSAT and issue resolution, and coaching consultants on quality.
Role type
Lead Customer Experience/Quality Analyst
Builds
Customer satisfaction metrics (CSAT, ASAT) and process improvements for assigned teams
Domain
Customer Experience / Call Center Operations
Deliverable
dashboards & analysis
Required skills
Quality audit & coaching, data analysis, root cause identification, calibration session participation, Microsoft Excel, constructive feedback delivery
Preferred skills
Call center experience, strong computer literacy, B2 communication skills, service-oriented attitude
