Call Center QA Support Analyst

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Oversee and assess both live and recorded calls to guarantee compliance with quality standards, regulatory requirements, and client expectations.

• Evaluate call center performance metrics and KPIs to uncover trends, risks, and areas for enhancement.

• Compile and analyze AI performance data concerning call quality and productivity to assist in reporting and training initiatives.

• Contribute to the creation, execution, and upkeep of QA scorecards and performance monitoring systems.

• Supervise engagement and participation in training sessions, internal communications, and Agent activities.

• Monitor adherence to attendance policies and scheduled commitments.

• Uphold a strong sense of urgency in meeting deadlines, ensuring proactive and clear communication.

⛳️ Requirements

• Proven experience in call monitoring, quality assurance, or data analysis roles, ideally within a sales or insurance setting.

• Experience in insurance, employee benefits, voluntary benefits, or life insurance is strongly preferred.

• Solid understanding of metrics, KPI monitoring, and performance reporting.

• Proficient in data aggregation, analysis, and evaluating production performance.

• High School Diploma or equivalent is required; an Associate Degree or Business Certificate is preferred.

• Familiarity with remote or work-from-home environments.

• Advanced technical skills in Excel and Microsoft Applications.

• Proficient in English with excellent written and verbal communication abilities.

• Bilingual proficiency in Spanish is highly preferred.

🏝️ Benefits

• Equipment provided by the company: computer, monitors, keyboard, and headset.

• Full-time remote (work-from-home) opportunity.

• Customized coaching, training, and development programs.

• Recognition and rewards for exceptional performance.

• Opportunities for career advancement and internal promotions.

• A collaborative and inclusive culture of driven professionals and leaders.