Call Quality Assurance Analyst

Job Summary

Evaluating inbound and outbound calls and chat transcripts, the remote Call Quality Assurance Analyst will ensure quality, compliance, and customer experience standards are consistently met in a contract role.

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 improve processes and performance

Required qualifications

• 2-4 years of call quality assurance experience in a call center environment
• Proficiency with Microsoft Office, particularly Excel, Word, and Outlook
• Experience using NICE CXone or similar call monitoring tools
• High school diploma required; college degree preferred