Quality Analyst Job

Key Responsibilities:

1. Quality Monitoring:
- Monitor inbound and outbound calls & chat responses to assess employee communication, technical accuracy, and adherence to company policies.
- Conduct mock calls with associates, ask related questions, and analyze responses.
- Use quality monitoring tools to track performance at both team and individual levels.

2. Data & Performance Analysis:
- Compile and analyze customer interaction data to identify trends, gaps, and areas of improvement.
- Provide actionable insights to management for enhancing service quality.
- Prepare and present internal and external quality reports.

3. Process Improvement & Compliance:
- Participate in customer listening programs to understand needs and expectations.
- Facilitate call calibration sessions for consistency in quality standards.
- Develop and maintain quality assurance procedures and documentation.

4. Team Collaboration & Feedback:
- Coordinate with internal teams to improve customer experience.
- Provide regular feedback to the team and managers.
- Support the implementation of new quality control strategies.

Why Join Us?

1. Be part of a rapidly growing company in the pet industry.
2. Opportunity to influence key decisions and improve service quality.
3. Career growth potential with a chance to transition into a full-time role.

If you're a quality-focused, data-savvy, and customer-centric professional, we want you on our team! Apply now and help us deliver pawsome experienc

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