QA roles and responsibilities include call monitoring and providing actionable insights. Through monitoring, a QA analyst gathers information to improve agent Performance in the contact center. As the QA team monitors the customer interactions, they use evaluation forms to capture insights from these interactions.

·    Conduct regular audits.

·    Maintain working knowledge of quality standards.

·    Develop and perform quality test processes.

·    Make recommendations.

·    Create, review, and refine user experience documents.

Skills Required-

★Excellent communication and written skills

★Must be a graduate

★should be able to join on an immediate basis