Quality Assurance Analyst

Job Summary

A company is looking for an Associate QA Analyst who will evaluate customer interactions to ensure quality standards and regulatory compliance.

Key Responsibilities

• Monitor and evaluate inbound and outbound communications for quality assurance
• Assess agent performance using established QA scorecards and provide feedback
• Document QA findings and collaborate with supervisors to identify improvement opportunities

Required Qualifications

• 1 - 3 years of experience in a call center, preferably in sales or customer service
• Understanding of contact center dynamics and sales techniques
• Ability to handle confidential information professionally
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• Previous quality assurance or auditing experience in a contact center is preferred