My main task as a Quality Analyst is to audit or monitor the calls of the agent assigned to me. Listening to the call will be the first step, and then populating a score card based on the account guidelines. There are also three text boxes on the form wherein I input the strengths, weakness and recommendations for the agent.
I am required to complete 8 audits per day with a call duration of 18 minutes or higher.
I also participate and facilitate internal and external calibrations. For internal calibration, only quality analyst are joining while for external calibration, it included the coached and team leader of the agents.
As a QA, it is also part of my task to send weekly report or a one pager knowledge base that would help the agents improve their customer servicr.
