QA Analyst

The Quality Assurance Analyst is responsible for evaluating and improving the overall quality of customer interactions, documentation, and process execution across all channels. Beyond evaluations, this role generates business insights through data analysis, identifies systemic improvement opportunities, and collaborates with Operations, Training, and Continuous Improvement teams to drive performance and customer experience enhancements.

• Evaluate inbound, outbound, side-by-side, and written interactions (calls, chats, claims, emails) for compliance, accuracy, and experience.
• Provide structured feedback and participate in calibration sessions to ensure evaluation consistency.
• Support new hires and cross-trainees with live coaching and mentoring sessions.
• Participate in floor support and knowledge transfer activities as assigned.
• Analyze QA trends to identify process defects, training gaps, or system-r...

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