Contact Center QA Analyst

Job Summary

A company is looking for a Contact Center Quality Assurance (QA) Analyst.

Key Responsibilities

• Listen to and review recorded customer calls to assess agent performance against quality standards
• Score calls based on predefined criteria and document findings for performance improvement
• Provide feedback to agents and collaborate with training teams to support ongoing initiatives

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 1+ years of experience in a contact center environment, preferably in a quality assurance role
• Experience with contact center QA platforms (e.g., NICE, Verint, Genesys, Calabrio)
• Knowledge of customer service best practices and compliance standards (e.g., PCI, HIPAA)
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)