Quality Auditor

The QA will monitor inbound and outbound call and emails responses to assess the Engineer's Demeanor, Technical Accuracy, Customer Service Performance, and Conformity to Company Policies and Procedures. This individual will assist in Developing, Creating, and Implementing the Quality Processes and Procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

· Participates in the design of call monitoring formats and quality standards.

· Performs call monitoring and provides trend data.

· Uses quality monitoring data management system to compile and track performance at team and individual levels.

· Performs monitors of customer email responses.

· Provides actionable data to various internal support groups as needed.

· Coordinates and facilitates call calibration sessions with different TTLs.

· Provides feedback to the Engineer, Team Leaders, and Managers.

· Prepares and analyzes quality reports for management staff review.

· Perform other duties as assigned.