Call Quality Analyst

Job Title: Call Quality Analyst Department: Quality Assurance / Operations Reports To: Quality Assurance Supervisor / Manager Employment Type: Full-time Job Purpose: The Call Quality Analyst is responsible for monitoring, evaluating, and scoring inbound and outbound customer interactions (calls, chats, and emails) to ensure compliance with internal standards, regulatory compliance, and client requirements. This role plays a critical part in identifying performance gaps, driving agent coaching, and enhancing the overall customer experience (CX)..

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