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What do you mean by quality analyst in call centres ?
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Answer Posted / call centers
A quality analyst plays a pivotal role, they need to focus
on providing appropiate feedback to the agents as well as
offering guidance by strenthening the adherence to the
proceedures of the company. When they encourage the
associates to work for the customers´ benefits they will be
running the extra mile and providing the service they are
supposed to provide.
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