I worked as a customer service representative, technical support and quality analyst for At&t for the last six years. When I started my career , I used to process orders for new customer, support any technical issues related to internet, phone and TV service, discuss any of their billing inquiries and look for any service upgrade opportunity. I was promoted after three years of working with the said company. I used to train team leaders how to evaluate their agents. The core responsibilities of a quality analyst includes evaluating trainer and team leader's calls, auditing their agent's evaluation, facilitating calibration to ensure uniformity in rating call behaviors in accordance to the client and the program management standards.