Call Center QA Support Analyst - Remote (FL, MI, or TX)

Role And Responsibilities

• Monitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectations
• Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvement
• Agregate and interpret AI performance data related to call quality and production to support reporting and training efforts
• Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems
• Monitor participation and engagement in trainings, internal chats, and Agent activities
• Track adherence to attendance policies and scheduled appointments
• Maintain a strong sense of urgency in meeting deadlines, with proactive and clear communication

Qualifications And Education Requirements

• Experience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environment
• Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred
• Strong understanding of metrics, KPI monitoring, and performance reporting
• Experience with data aggregation, analysis, and production performance evaluation
• High School Diploma or equivalent required; Associate Degree or Business Certificate preferred
• Advanced technical proficiency with Excel and Microsoft Applications
• Fluent in English with strong written and verbal communication skills
• Bilingual Spanish fluency highly preferred

Preferred Skills

• Strong analytical mindset with the ability to interpret data and translate insights into action
• High attention to detail with a focus on quality and accuracy
• Solid understanding of call center operations and performance drivers
• Self-motivated with the ability to work independently in a fast-paced environment
• Excellent listening, interpersonal, and problem-solving skills
• Professional, confident, and positive demeanor
• Strong accountability and ownership of individual performance and responsibilities

What We Offer

• Company-provided equipment: computer, monitors, keyboard, headset
• Full-time remote (work-from-home) opportunity
• Personalized coaching, training, and development programs
• Recognition and rewards for strong performance
• Opportunities for career growth and internal advancement
• A collaborative, inclusive culture of motivated professionals and leaders
• Your base pay is dependent upon your skills, education, qualifications, professional experience, and location
• In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance
• We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs
• You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts