Answer / skeptictheist

The differences between the team leader and the quality analyst are;
- the QA is responsible for recording the calls of each agents make each time of the day. They're the ones who monitors the quality customer service through a computer system wherein all tsatisfaction transactions are recorded if these alll properly handled and customer is attainable.
- while the team leader is responsible as well for monitoring and ensuring the customer service professionals ifbtheyrew performing well. He does coach and guide his whole team members to providing customer service especially those who are underperforming agents.

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