Quality Analyst
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Analyze agents; work output against established guidelines and standards, providing constructive feedback. Identify individual agents' strengths and weaknesses to create personalized development plans. Collaborate with Team Leaders to improve individual and team performance through coaching. Compile and distribute daily, weekly, and monthly quality reports to Quality Analyst Supervisors and other stakeholders. Collaborate with Operations to revise and update best standards where needed. Provide feedback and recommendations on recurring and widespread gaps and suggest relevant training programs. Keep detailed and up-to-date records of individual agents' quality performance for use in performance reviews.
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