QA Engineer

• Performs employee monitoring and provides data to the Manager of Training and Quality Assurance
• Utilizes the quality monitoring system to track performance at both a team and individual level
• Participates in the design of call monitoring evaluation rubrics and quality standards
• Assists with the coordination of team leadership calibration sessions
• Reports feedback to Enrollment and Service and Support team leaders and managers
• Provides actionable metrics to various internal support groups as needed
• Prepares and analyzes internal and external quality reports for management staff review
• Analyze and reports on trends identified through AQM analytics software
• No formal supervisory responsibilities

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