Contact Center Quality Analyst
About the role
The Contact Center Quality Analyst role connects decision-ready analysis with the broader operating needs of inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. In practice, the role focuses on contact center quality analytical review within contact center operations, with decisions grounded in current records rather than memory or guesswork.
Success Profile
- Use Spreadsheet Analysis and Data Visualization confidently when carrying out contact center quality analytical review.
- Apply Data Reconciliation without losing track of exceptions, owners, or deadlines tied to contact center quality analytical review.
- Document research decisions clearly enough that another teammate can follow the reasoning behind contact center quality analytical review.
- Use sound judgment around Contact Center Operations, especially when contact center quality analytical review requires escalation instead of assumption.
What Good Work Looks Like
The practical outcome is dependable decision-ready analysis: clean records, explicit ownership, timely escalation, and fewer downstream fixes. For GoHiya, this result is measured through contact center quality analytical review within contact center operations.
Responsibilities
- Own the Contact Center Quality Analyst workflow by helping the team validate source data before analysis.
- Coordinate the Contact Center Quality Analyst workflow by helping the team build reports around clearly defined metrics.
- Review the Contact Center Quality Analyst workflow by helping the team investigate anomalies instead of masking them.
- Maintain the Contact Center Quality Analyst workflow by helping the team document calculations and assumptions.
- Track the Contact Center Quality Analyst workflow by helping the team translate findings into practical next actions.
Position Details
Full-time, associate-level role. 100% remote within the United States.
Pay
Base salary: $42,000–$62,000 per year.
About Execution
For this Contact Center Quality Analyst at GoHiya, remote execution is complete only when contact center quality analytical review leaves decision-ready analysis accurate, secure, traceable, and ready for the next authorized teammate.