The Quality Analyst will be responsible for auditing and evaluating the Elite Customer Service teams interactions. Your goal is to ensure that every phone call and digital interaction meets our high standards of professionalism accuracy and empathy. You will turn data into actionable insights to help the team improve.

Key Roles & Responsibilities

• Call Monitoring: Perform regular silent monitoring and call listening sessions to evaluate communication style tone and accuracy of information provided.
  
• Scoring & Evaluation: Use a standardized Quality Scorecard to grade interactions across phone email and live chat.
  
• Feedback & Coaching: Conduct one-on-one feedback sessions with Customer Service agents to discuss performance celebrate wins and identify areas for improvement.
  
• Trend Analysis: Identify common customer pain points or recurring service gaps and report them to the Operations Team Leader. <...