13 days old

Quality Assurance Analyst

Atlanta, GA 30303
  • Job Code

Job Description

The Quality Assurance Analyst is responsible for monitoring agent performance against quality standards to insure accurate service delivery and customer satisfaction. Work with agents and their managers on improving skills and keeping up with system and procedural changes so customers receive outstanding service.


  • Monitor calls, letters, emails, social media, and system hand-offs for staff and vendor audits for quality
    Identify coaching and recognition opportunities
  • Coach staff members to improve individual and team performance
  • Lead service, system, and/or procedural-based training sessions for new or existing staff members
  • Participate in calibration sessions with other QA / Train staff to insure consistency in staff evaluation and coaching
  • Regularly review training and knowledge base materials for accuracy
  • Create reporting, monitor trends, and drive process improvement opportunities


  • Detailed oriented
  • Ability to see trends and create reports
  • Ability to navigate and learn new software tools
  • Microsoft Office experience
  • Salesforce experience (preferred)

Education / Experience:

  • Minimum High School Diploma
  • 3+ years of previous quality assurance experience

Primary Location:




Full time

Posted: 2019-10-31 Expires: 2019-11-29
Sponsored by:
Farm Credit Services of America Logo
Sponsored by:
Bank of America Logo

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Quality Assurance Analyst

Atlanta, GA 30303

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