Quality Assurance Analyst

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.**Key Responsibilities:*** **Monitoring and Evaluation:**+ Listen to and evaluate recorded calls, chats, emails, and other interactions between agents and customers.+ Assess agent performance against established quality standards, metrics, and client requirements.+ Evaluate process adherence and identify deviations from standard operating procedures (SOPs).* **Data Analysis and Reporting:**+ Collect and analyze data from quality evaluations to identify tre...