Quality Analyst

Job Summary

Telecommuting from anywhere within the U.S., the full-time Quality Analyst will monitor and evaluate calls for quality and compliance, review written documentation, and identify performance gaps while providing feedback to improve overall customer experience.

Key responsibilities:

• Monitor and evaluate calls for quality, accuracy, compliance, and customer experience
• Review written work products including case documentation and CRM entries
• Track quality trends and produce reports for leadership

Required qualifications:

• High School Diploma/GED
• 1+ years of call center experience
• 1+ years of experience with analytical and documentation review skills
• 6+ months of experience with QA scoring methods and evaluation tools