Quality Assurance Analyst - Call Center Monitoring

About the role

The Quality Assurance Analyst will oversee call center monitoring processes, ensuring adherence to company standards and customer satisfaction. This role involves analyzing call recordings, identifying areas for improvement, and providing feedback to agents.

Responsibilities

• Analyze call recordings to assess agent performance and customer interactions
• Identify trends and patterns in call data to improve service quality
• Provide constructive feedback to agents and supervisors to enhance their skills
• Document findings and recommendations in a clear and concise manner
• Work closely with IT and other departments to implement necessary changes

Requirements

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field
• At least 2 years of experience in quality assurance or a similar role
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite

Qualifications

• Experience with AI and machine learning tools is a plus
• Knowledge of call center operations and best practices
• Ability to work independently and manage multiple tasks simultaneously

Skills

• Data analysis
• Communication
• Problem-solving
• Project management

Benefits

• Flexible remote work schedule
• Competitive compensation package
• Professional development opportunities

Pay

$50,000 - $60,000 annually

Schedule

Monday through Friday, 8:00 AM - 5:00 PM