The Independent Quality Analyst will assure the Customer Service teams are in compliance with the company’s standards by monitoring calls, chats and emails, and create and analyze reports to generate actions. The primary objective is to assist management with discovering areas of improvement for processes and customer experience in the technical support teams.

Key Responsibilities:

• Perform sample reviews to monitor compliance with customer's requirements.
• Complete special projects and ad-hoc analyses as requested, often requiring effective presentation of large datasets and the application of statistical analysis in an effort to understand operational results and trends.
• Develop reports and dashboards to analyze performance, productivity, effectiveness, among others, of the team. Make recommendations to Management to improve inefficiencies.
• Participate in the development of quality monitoring forms, samples, qu...