Quality Analyst

[Ricki]

Hello Everyone,
I am currently the Head Coordinator for the Quality Analyst Group at an online payday loan call center. This department has only started about a month and a half ago and I have to bring it up from the ground. I don’t really know what all is included in the quality analyst department other then monitoring of our CSR’s. I was hoping some of you might have been in my situation at one point and lead me in a direct of where else to go.

[Amy21]

Hi Ricki

Monitoring CSR's is the primary responsiblity of a Quality Analyst. But being a coordinator of Quality Anlyst team, you have to make a database of how many sales are getting passed through your dept. and what all actions are you taking to save those defects. You need to maintain a database for defect analysis. And further, you can covert this into cost and Revenues. Quality dept. has to be a backbone of the company from where company get most of the ideas.

Amy21

[Ricki]

Amy,
Thank you so much for your reply. I am currently working on the database for that.

Ricki