Call Center QA Analyst

Job Summary

Monitoring and evaluating call quality, the full-time remote Call Center QA Analyst will analyze performance metrics and leverage AI data insights to drive improvements in customer interactions within the Benefit Support Call Center.

Key responsibilities

• Monitor and evaluate live and recorded calls for quality standards and compliance
• Analyze call center performance metrics to identify trends and opportunities for improvement
• Aggregate and interpret AI performance data to support reporting and training efforts

Required qualifications

• Experience in call monitoring, quality assurance, or data analysis, preferably in a sales or insurance environment
• Background in insurance, employee benefits, or life insurance preferred
• Strong understanding of metrics, KPI monitoring, and performance reporting
• High School Diploma or equivalent required; Associate Degree or Business Certificate preferred
• Advanced technical proficiency with Excel and Microsoft Applications