Quality Analyst

Job Duties And Responsibilities

• Listen to and review assigned recorded or live agent interactions (calls, chats, emails) to assess professionalism, empathy, effectiveness, and strict adherence to the client's rubric and compliance guidelines.
• Review case notes, problem logs, and ticket logging systems to ensure proper protocol, case categorization accuracy, and regulatory requirements were followed.
• Sit with agents to monitor contacts and provide real-time, constructive verbal and written feedback via structured scorecards.
• Drive internal and client-facing quality calibration sessions to ensure scoring consistency across all supervisors, quality associates, and stakeholders.
• Conduct deep-dive investigations into low-scoring interactions, high-risk cases, and product complaints to identify systemic gaps and recurring issues.
• Partner directly with Training and Operations to build targeted knowledge management modules, specialized behavioral talk tracks, and remedial coaching frameworks based on identified quality trends.
• Synthesize quality data and distribute weekly, monthly, quarterly, and yearly reporting of quality metrics and trend analyses to the leadership team.
• Provide comprehensive support to leadership in preparing weekly business review decks, offering recommendations to improve existing workflows based on customer and client input.
• Test incoming and outgoing contact scripts, workflow updates, and software/hardware platforms for errors and defects prior to and during deployment.
• Maintain problem logs, report technical findings to product development, and assist in documenting workarounds or resolutions for software/hardware issues.
• Occasionally take frontline phone calls and handle live customer support channels to keep process knowledge perfectly updated.

Required Skills And Qualifications

• Education: High School Graduate or equivalent work experience (Bachelor's degree preferred).
• Experience: 2–3 years of experience within a contact center client service or quality assurance environment, with a proven track record of functioning as a Subject Matter Expert (SME) on complex or technical workflows.
• Technical Savvy: Proficiency with Google Suite (Sheets, Slides, Docs, Drive) and CRM platforms, alongside advanced spreadsheet skills to synthesize raw data into clear, written root-cause analysis decks.
• QA Expertise: In-depth knowledge of quality assurance terminology, calibration methodologies, testing best practices, defect management, and compliance auditing.
• Soft Skills: Exceptional interpersonal, verbal, and written communication skills. Ability to remain calm, courteous, and confidential under pressure while navigating tense situations during busy hours.
• Attributes: Sharp attention to detail, meticulous organization, strong analytical problem-solving skills, and a great team-player attitude with the ability to work with minimal supervision.
• Physical Requirements: Able to sit, stand, and walk around the floor for long hours at a time to support agents.