Quality Analyst

We are seeking a detail-oriented Quality Analyst to monitor and evaluate customer interactions within our call center. This role is responsible for listening to recorded and live calls, assessing performance based on established standards, and providing constructive feedback to improve service quality and overall performance.

Key Responsibilities

• Monitor and evaluate recorded and live customer calls for quality, accuracy, and compliance.

• Score calls using established quality assurance guidelines and performance metrics.

• Provide clear, actionable feedback to agents to improve call handling and customer experience.

• Identify trends, performance gaps, and recurring issues.

• Document evaluation results and maintain accurate quality records.

• Partner with supervisors and trainers to support performance improvement initiatives.

• Ensure adherence to company policies, procedures, and regulatory requirements.

Qualifications

• High School Diploma or GED required.

• 1–2 years of call center experience preferred.

• Strong attention to detail and analytical skills.

• Excellent written and verbal communication skills.

• Ability to provide professional, constructive feedback.

• Familiarity with call monitoring systems and CRM platforms is a plus.

Pay: starting at $13 phr