Performance Excellence Quality Analyst (712223) - (Owings Mills, MD)

Description Quality Analysts provide a review of the quality and accuracy of work functions performed by call center associates within call centers and their corresponding external business partners. The observations from which are used to develop performance trending while identifying performance and compliance gaps. Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented. Qualifications: Evaluating and verifying assigned lines of business for both phone and non-phone based work quality and accuracy to support high quality customer contacts and associated work processing tasks. assigned line of business calibrations to ensure consistency within monitoring processes, procedures, job knowledge and scoring. Leverage recording/monitoring application to compile data, generating reports to support business goals.