Contact Center Quality Analyst

About the role

The Contact Center Quality Analyst position at Biz Voice Boost Inc. focuses on improving decision-ready analysis while supporting customer communication, contact-center support, outreach, quality, workforce, communications, and service operations. The role operates within contact center quality analytical review to surface incomplete information before it leads to downstream rework.

Responsibilities

• Coordinate the Contact Center Quality Analyst workflow by helping the team build reports around clearly defined metrics.
• Review workflows to investigate anomalies instead of masking them.
• Maintain workflows by documenting calculations and assumptions.
• Track workflows by translating findings into practical next actions.
• Own workflows by validating source data before analysis.

Role Fit

• Use spreadsheet analysis and contact center quality analytical review confidently.
• Apply source verification without losing track of exceptions, owners, or deadlines.
• Document data integrity decisions clearly so teammates can follow the reasoning.
• Use sound judgment in data analysis, especially when escalation is required instead of assumption.

Quality Standard

The role is successful when decision-ready analysis becomes more reliable and repeated failure points are surfaced before they affect customers, partners, or teammates.

Pay

Base salary: $44,000–$66,000 per year.

Schedule

Full-time, 100% remote within the United States.