Contact Center Quality Assurance Analyst

Requirements

• Quality Monitoring: Review and evaluate customer interactions (calls, chat, email) using standardized scorecards.
• Ensure evaluations are consistent, objective, and aligned with program standards.
• Feedback & Coaching Support: Document findings clearly and provide feedback to supervisors and leadership. Support targeted coaching efforts based on quality results.
• Reporting & Analysis: Track quality trends and identify common performance gaps. Prepare regular reports summarizing quality performance and observations.
• Calibration & Collaboration: Participate in calibration sessions to ensure scoring consistency. Partner with operations and training teams to support quality improvement efforts.
• Compliance Awareness: Ensure interactions meet data privacy and regulatory requirements. Maintain accurate and audit-ready evaluation records.

Qualifications

• Experience in quality assurance, auditing, or contact center performance evaluation.
• Strong attention to detail and analytical skills.
• Clear written and verbal communication skills.
• Preferred: Experience in financial services or regulated environments. Familiarity with call monitoring or QA tools.