Quality Assurance Analyst

Evaluate each call according to agreed performance standards using specified tools and processes. Ensure all evaluation quotas are met for all agents. Participate in calibration sessions to ensure a common view of what good looks like. Provide feedback to Associate Managers on Loyalty Specialists’ performance to drive improvement.

College Degree/Diploma in relevant field of study or equivalent Professional Certification. Minimum of 3 years’ experience in a customer-facing role. Minimum of 1-year experience in a sales or retention role. Excellent knowledge of Microsoft Office Suite.