Call Quality Assurance Analyst
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Job Summary
Evaluating inbound and outbound calls as well as chat transcripts, the remote Call Quality Assurance Analyst will ensure quality, compliance, and customer experience standards are met while identifying trends and coaching opportunities.
Key responsibilities
- Conduct quality audits of calls and chat transcripts to ensure compliance with standards
- Identify trends and training needs based on quality assurance findings
- Analyze QA data and provide insights to enhance processes and performance
Required qualifications
- 2-4 years of call quality assurance experience in a call center environment
- Proficiency in Microsoft Office, particularly Excel, Word, and Outlook
- Experience with NICE CXone or similar call monitoring tools
- High school diploma required; college degree preferred
Complete Job Description
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