Call Center Quality Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Quality Monitoring & Evaluation: Support the establishment and maintenance of customer service quality benchmarks. Evaluate and analyze customer interactions (calls, chats, emails) for compliance with quality standards, policies, and procedures. Assess interactions based on predefined criteria and accurately document findings. Recognize trends and recurring challenges that affect customer satisfaction and operational performance.

• Performance Improvement: Partner with managers, supervisors, and relevant stakeholders to develop strategies aimed at enhancing service quality. Monitor the effectiveness of corrective measures and ensure ongoing improvement of customer service representatives. Keep detailed records of training activities and quality evaluations for all trainees. Apply professional coaching techniques to structure individual and group coaching sessions. Collaborate with fellow QA professionals to establish and maintain standard operating procedure documentation related to the Quality Assurance function.

• Technology & Reporting: Utilize quality reports, trend analysis, and professional insights to proactively detect performance risks and opportunities, translating findings into data-driven recommendations that guide business initiatives, operational enhancements, and strategic decisions for Customer Service leadership. Aid in the implementation and development of best practices concerning agent assist tools, AI quality tools, data collection, and technology utilization. Effectively employ data for reporting purposes and to influence larger business and training initiatives.

⛳️ Requirements

• Education: Bachelor’s degree in business, Communications, or a related field (or equivalent experience).

• Experience: A minimum of 3 years in a dynamic and expanding customer service quality assurance or training role.

• Experience in a call center or customer support environment is preferred.

• Skills: Strong analytical and problem-solving capabilities.

• Excellent communication and presentation skills.

• Proficiency in MS Office and quality monitoring software.

• Ability to handle multiple projects and meet deadlines effectively.

• Core Competencies: Attention to detail, Coaching and mentoring, Customer-centric approach, Adaptability, and a commitment to continuous learning.

🏝️ Benefits

• Opportunities for professional development and career advancement.

• A collaborative and supportive work environment.

• Competitive salary and benefits package.