Description
The Quality Assurance Analyst monitors and analyzes contact center agent and customer interactions, evaluates performance against quality standards, provides feedback to supervisors, managers, and agents, identifies training and coaching needs, and supports technology and customer-experience improvements. The role also monitors calls and email contacts, tracks performance data, participates in customer listening programs, coordinates call calibrations, and prepares quality reports. Candidates need a high school diploma or GED, two years of insurance, contact center, or quality assurance experience, Microsoft Office proficiency, strong communication skills, and a Wisconsin property/casualty insurance agent license or the ability to obtain one within four months.
