Contact Center Quality Analyst

Job Summary

A company is looking for a Contact Center Quality Analyst to support a Department of Veterans Affairs contact center project.

Key Responsibilities:

• Monitor and evaluate recorded customer interactions for compliance with quality standards
• Score calls based on communication, professionalism, issue resolution, and process adherence
• Document findings and deliver constructive feedback to agents and supervisors

Required Qualifications:

• Bachelor's degree in a related field preferred
• 1+ years of QA or contact center experience preferred
• Familiarity with QA platforms (e.g., NICE, Verint, Genesys, Calabrio)
• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Knowledge of compliance standards (e.g., HIPAA, PCI) and contact center best practices