Onsite Call Center Quality Analyst

Location

Onsite presence required at our facility in Irving.

Equal Opportunity

QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status, or any other characteristic protected under applicable federal, state, or local law. Voluntary Self‑Identification of Disability forms are available at qualfon.com/join-us.

Call Monitoring

• Evaluates English communication skills of agents.
• Provides feedback and coaching for every evaluation.
• Conducts Root Cause Analysis (RCA).
• Identifies communication barriers during call monitoring.
• Sends agents to special trainings in communication skills when needed.

Audits and Coaching

• Performs five audits per agent with coaching.
• Plots monitoring schedule.
• Coordinates with Operations Supervisors for QA meetings and RCA sessions with agents.
• Develops action plans based on root causes.
• Conducts Performance Improvement Plans (PIP) for low performers.

Reporting

• Produces and submits daily, weekly, monthly, and special reports to Operations Supervisors containing evaluations and scores.
• Submits weekly RCA report to QA Supervisor.
• Updates daily department reports with QA scores.
• Issues Performance Improvement Process (PIP) related forms.

Information Dissemination and Calibration

• Conducts and joins internal and external call calibration sessions.
• Attends conference calls with the client on specific skills for calibration purposes.
• Reads and disseminates important information from e‑mails, Agent Support, etc.
• Discusses QA guidelines with agents.
• Takes refresher courses.
• Participates in meetings with the QA Supervisor and whenever invited by Operations.

Special Projects

• Performs special assignments given by the immediate supervisor.
• Participates in incentive programs of the QA department.
• Acts as a stand‑in in the absence of the Operations Supervisor to provide team assistance.

Qualifications

• Graduate of any 4‑year degree or its equivalent.
• At least one year experience in Call Center operations.
• Prior Quality Assurance experience is preferred.