Customer Service Quality Policy Analyst

Key Responsibilities

• Apply structured quality monitoring techniques, including call evaluation scoring models and audit methodologies, to assess service delivery performance across contact center operations.
• Analyze customer satisfaction surveys, feedback channels, and key performance indicators to identify root causes of service issues and recommend corrective and preventive actions.
• Develop, review, and refine quality assurance policies, procedures, and guidance documentation in alignment with operational requirements and client expectations.
• Manage and resolve quality assurance escalations from client and internal stakeholders, ensuring appropriate remediation, documentation, and follow-up communication.
• Provide coaching insights and performance feedback to contact center personnel and quality teams based on evaluation outcomes and observed behavior.
• Design and deliver training programs on quality standards, compliance requirements, and evaluation processes to support consistent service delivery.
• Monitor adherence to behavioral and service guidelines within outsourced or multi-vendor BPO environments and enforce corrective measures when guidelines are breached.
• Support service deployment activities by creating test scripts and validating service readiness through structured rehearsal and testing scenarios.

Required Qualifications

• Bachelor’s Degree in a relevant field or equivalent combination of education and experience.
• 3-5 years of experience in contact center quality assurance, service delivery operations, or customer experience analysis.
• Demonstrated experience administering quality monitoring programs, including call evaluation, survey analysis, and performance reporting in a contact center environment.
• Experience working with mission-critical or highly regulated service environments requiring strict adherence to quality and compliance standards.
• Ability to interpret and apply quality policies, behavioral guidelines, and service standards, including within outsourced or multi-vendor (BPO) operations.
• Strong analytical, written, and verbal communication skills with the ability to translate data and observations into clear feedback and improvement recommendations.
• Ability to obtain and maintain a Public Trust-level background investigation and meet U.S. citizenship requirements.

Paid Benefits

Pay rate: $60,000-70,000 yearly salary