Position Title: Quality Assurance Associate
Department: Vendor Operations
Interpret, build upon, and comply with company quality assurance standards
Participates in design of call/chat/resolved tickets monitoring formats and quality standards.
Performs call/chat/resolved tickets monitoring and provides trend data to the team.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for improvement.
Provides feedback to team managers.
Prepares and analyzes internal and external quality reports for management review.
Identify training needs and take action to ensure company-wide compliance
Pursue continuing education on new solutions, technology, and skills
Incoming tickets evaluation: