Call Center Quality Assurance Analyst
Core
Ensures consistent, high-quality customer interactions across the call center by monitoring agent performance, identifying trends, and providing actionable feedback to improve customer experience and agent effectiveness.
Role type
Call Center Quality Assurance Analyst
Builds
Customer experience quality and agent performance improvements
Domain
Customer service / Contact center operations
Deliverable
Dashboards & analysis
Required skills
Data analysis, Trend identification, Root-cause analysis, Constructive feedback delivery, Coaching, Compliance monitoring, Report generation, Calibration, Process improvement, KPI tracking
Preferred skills
Excel/Power BI, QA platform familiarity (Verint, NICE, Genesys, Amazon Connect), CRM familiarity (Service Now)
Responsibilities
Monitor and evaluate inbound/outbound calls, emails, and chat interactions for adherence to standards; Identify performance trends and surface emerging issues; Conduct audits to uncover coaching opportunities; Deliver clear, constructive feedback and coaching to agents; Ensure scorecards reflect current business priorities; Participate in calibration sessions; Collaborate with operations and training to develop QA strategies; Generate reports on KPIs and quality metrics; Conduct client-facing QA monitoring sessions.
Seniority
Mid-level IC (3-5 years experience)