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h[url]ttp://wiki.answers.com/Q/What_is_the_role_of_quality_analyst[/url]

Thanks for your swift response.However what i want is an article that talks about the impact of monitoring the chat logs done with the customer and how to improve the same.

This may be along the lines of what you seek:

http://www.zendesk.com/resources/a-guide-to-multi-channel-customer-support