Quality Assurance Analyst

Overview:

A Quality Assurance Analyst (QA) ensures that customer interactions meet quality and compliance standards. They work closely with agents, supervisors, and team leads to provide coaching, track performance, and ensure alignment with client policies and procedures.

Key Responsibilities:

• Evaluate agent calls daily to ensure compliance with quality standards.
• Meet department and provider evaluation goals.
• Collaborate with the Quality team to develop effective strategies and ensure consistent productivity.
• Provide coaching and feedback to agents based on monitored calls.
• Maintain accurate records of call evaluations, scores, and trends.
• Utilize company software to locate and review call recordings.
• Attend training sessions, meetings, and calibrations as required.
• Report daily on production levels, evaluation scores, and trends.
• Foster strong working relationships with account managers, supervisors, team leads, and agents.
• Complete audit requests and assist with quality-related projects.
• Conduct high-level call evaluations and audits promptly.
• Maintain reliability and punctuality in attendance.

Required Skills & Qualifications:

• Experience in Quality Assurance and the contact center industry.
• Strong written and verbal communication skills.
• Curious, analytical, and driven with a passion for problem-solving.
• Customer-focused mindset with a collaborative approach.
• Ability to learn quickly and adapt to feedback.
• Ability to work in a fast-paced environment.
• Strong motivation to meet and exceed performance goals.
• Excellent time management and organizational skills.
• Proficiency in Microsoft Office (Excel and PowerPoint preferred).
• Familiarity with speech analytics software.
• Bachelor’s degree or established Quality Assurance experience.