Quality Assurance Senior Analyst – Customer Service

Quality Assurance CS Interaction Quality Monitoring: Review and score customer interactions across channels for accuracy, policy adherence, empathy, quality of resolution provided, and professionalism; identify trends and recurring failure modes. SOP & Policy Compliance: Verify adherence to CS SOPs, escalation matrices, service recovery policies, and data-privacy guidelines in handled cases. Case Audits & Deep Dives: Conduct targeted audits on high-risk/high-impact scenarios (complaints,