Contact Center Quality Analyst

Cincy Connect Services is looking for a Contact Center Quality Analyst who can bring disciplined follow-through to decision-ready analysis across customer-support outsourcing for phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role focuses on contact center quality analytical review within customer support outsourcing, ensuring owners, evidence, and next actions are clearly visible.

Responsibilities

• Track the Contact Center Quality Analyst workflow by documenting calculations and assumptions.
• Own the workflow by translating findings into practical next actions.
• Coordinate the workflow by validating source data before analysis.
• Review the workflow by building reports around clearly defined metrics.
• Maintain the workflow by investigating anomalies instead of masking them.
• Ensure decision-ready analysis is current, exceptions have owners, and work is traceable for the next authorized teammate.

Qualifications

• Use Quality Control and Source Verification confidently in contact center quality analytical review.
• Apply Data Integrity while tracking exceptions, owners, and deadlines.
• Document Customer Support Outsourcing decisions clearly for teammate follow-up.
• Demonstrate sound judgment in Exception Analysis, including appropriate escalation.

Role Details

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

Pay

Base salary: $55,000–$78,000 per year.