In the Quality Audit Analyst role, you will manage quality assurance initiatives and oversee daily audit communications and operations for key LiveOps clients. You will leverage auditing processes and insights to improve agent productivity, refine quality of service and drive improved performance. You’ll provide leadership and direction to a team of QA agents who are responsible for monitoring calls and offering feedback to our agents. You will provide data and analysis for both clients and internal teams. You’ll be responsible for monitoring the day-to-day operations and performance of the audit team, including achievement of all assigned metrics and quality objectives.
Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center, overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand.
More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.