EOS RPO
Quality Assurance Administrator
Quality Assurance Administrator
Key Responsibilities
1. Quality Monitoring & Auditing
Perform rigorous Quality Checks on recorded and live international voice calls to evaluate soft skills, technical accuracy, and process adherence.
Evaluate calls based on the Global Quality Grid (e.g., Opening/Closing, Paraphrasing, Empathy, and Resolution).
Identify "Fatal Errors" related to compliance, data security (PCI/GDPR), or misinformation.
2. Quality Analytics & Reporting
Act as a Quality Analyst by identifying trends and patterns in agent performance across different shifts or regions.
Maintain the Quality Management System (QMS) and provide daily, weekly, and monthly quality dashboards to leadership.
Conduct "Root Cause Analysis" (RCA) for bottom-quartile performers and provide data-backed recommendations for training interventions.