Call Center Quality Assurance Analyst

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

📋 Description

• Oversee and assess inbound and outbound communications, including calls, emails, and chat interactions, to ensure compliance with company policies, procedures, and quality benchmarks.

• Review and evaluate all customer interactions, offering actionable insights that lead to measurable enhancements in customer satisfaction and agent performance.

• Detect performance patterns and highlight emerging issues before they escalate, utilizing data analysis to clarify shifts in performance.

• Perform audits on call center interactions to reveal coaching and development opportunities.

• Provide clear and constructive feedback while coaching agents to enhance their communication skills and adherence to quality metrics.

• Ensure that scorecards accurately reflect current business priorities and deliver feedback that agents can implement immediately.

• Guarantee compliance with both company and client standards, collaborating with leadership to address any identified gaps.

• Engage in calibration sessions to maintain consistency and alignment in quality evaluations across the team.

• Work with operations and training teams to design and execute QA strategies while recommending process enhancements.

• Produce reports on key performance indicators (KPIs), quality metrics, and customer feedback to monitor performance and inform decision-making.

• Involve in client-facing QA monitoring sessions, acting as a knowledgeable and professional representative of Aspira.

• Assess interactions across various channels — including calls, SMS, email cases, and agent-related issues — to continually improve the team's service delivery.

• Meet individual KPIs and contribute to departmental goals and objectives.

• Stay informed about company and client policies; complete all assigned training promptly.

• Exemplify Aspira's culture through teamwork, collaboration, open communication, and accountability.

• Assist the department with additional responsibilities as necessary, maintaining flexibility with scheduling when required.

⛳️ Requirements

• 3 to 5 years of customer service experience in a call center environment, handling both inbound and outbound client interactions.

• 2 to 4 years of experience in a Quality Assurance role within a call center, focusing on evaluating and supporting call quality standards.

• Proven ability to communicate effectively in both written and verbal forms, including the capacity to provide constructive feedback and coaching to call center agents.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities