Do you need a Quality Assurance or Quality Intelligence Analyst?

Organizations are realizing the limitations of traditional Quality Assurance (QA). While QA programs tell you where agents need help, the lack of focus on actual customers doesn't justify the amount of time and effort that goes into these programs. 

Quality Intelligence (QI) has emerged as a blend of traditional QA and Voice of the Customer (VOC) analytics to provide this wider insight, but also requires a different skillset. See how the job description for a traditional QA specialist differs from this new QI Analyst in this download.

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