Quality Analyst

Job Summary

Conducting quality audits and delivering training for call center personnel, the full-time temporary Quality Analyst will monitor calls, evaluate production activities, and provide feedback to improve performance in a remote setting.

Key Responsibilities

• Performs daily quality audits of call center operations, including monitoring inbound and outbound calls
• Conducts audits of production activities and provides timely quality monitoring reports with feedback for improvement
• Recommends updates to quality audit plans based on monitoring trends and assists with training updates as needed

Required Qualifications

• High school diploma or equivalent
• Fluent in both English and Spanish (verbal and written)
• Previous call center experience required
• Knowledge of quality concepts, terminology, and objectives
• Proficiency in MS Office applications, including Word, Excel, and Access