Quality Assurance Analyst
Job Summary
To enhance the effectiveness of Quality Assurance programs within Contact Center Operations, the full-time remote Quality Assurance & Control Analyst will manage quality monitoring processes, utilize speech analytics for customer interaction insights, and develop reporting tools to identify trends and improve operational performance.
Key responsibilities
- Review and improve existing QA processes and methodologies to enhance efficiency and effectiveness
- Serve as the subject matter expert for speech analytics, building and maintaining queries and monitoring programs
- Develop and maintain reports and dashboards to track quality, compliance, and operational performance metrics
Required qualifications
- Bachelor's degree in Business Administration, Quality Management, Computer Science, or a related field preferred
- Minimum 3 years of experience in Quality Assurance, Business Analysis, or Contact Center Operations, with 2 years in speech analytics
- Experience with data tracking and reporting in Five9, including custom reports and dashboards
- Hands-on experience building and tuning queries in speech analytics platforms
- Familiarity with compliance regulations relevant to financial services, such as FDCPA and Regulation F
Complete Job Description
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