Quality Assurance Analyst - (St Petersburg, FL)

Reports to the Quality Assurance Manager. The Quality Assurance Analyst is responsible for assessing the quality of the performance of our Appointment Setters and Inside Sales Reps who deal with our existing and potential customers. The Quality Assurance Analyst will monitor inbound and outbound call responses to assess representative's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall 1-800Accountant customer background. Job Role Functions Participates in execution of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Performs monitors.