Call Center Quality Analyst

Job Summary

To support high-quality customer interactions, the full-time remote Call Center Quality Analyst will evaluate customer service performance, identify improvement opportunities, and collaborate with teams to enhance service standards across various communication channels.

Key Responsibilities

• Assist in developing and maintaining customer service quality standards by reviewing and assessing interactions for adherence to policies
• Collaborate with management to create strategies for performance improvement and track the progress of corrective actions
• Leverage data analysis and reporting to identify performance risks and inform business initiatives and operational improvements

Required Qualifications

• Bachelor's degree in business, communications, or a related field (or equivalent experience)
• 3+ years of experience in customer service quality assurance or training, preferably in a call center environment
• Proficiency in MS Office and quality monitoring tools
• Strong analytical skills with the ability to manage multiple projects and meet deadlines
• Excellent communication and presentation abilities