Quality Analyst, ERC

Position Responsibilities
· Prepare new hires and tenured Client employees for various roles and tasks by identifying training needs
· Monitor ticketing, phone, and chat metrics to identify individual needs and address them
· Provide coaching support
· Evaluate data, identify issues, and make recommendations for quality improvement processes
· Identify department development needs and communicate them to Team Leads and Managers
· Perform department wide security and quality audits as directed by business need
· Other quality and support duties as assigned