Remote Call Center Quality Analyst

Job Summary

Working remotely in a full-time capacity, the Remote Call Center Quality Analyst will evaluate customer interactions, collaborate on performance improvement strategies, and leverage data to drive quality assurance initiatives across various communication channels.

Key responsibilities

• Monitor and evaluate customer interactions for quality adherence and identify trends impacting satisfaction
• Collaborate with management to develop strategies for improving service quality and track the progress of corrective actions
• Utilize data analysis to inform business initiatives and support the implementation of best practices in quality assurance

Required qualifications

• Bachelor's degree in business, communications, or a related field (or equivalent experience)
• 3+ years of experience in customer service quality assurance or training roles, preferably in a call center environment
• Proficiency in MS Office and quality monitoring tools
• Strong analytical skills with the ability to manage multiple projects and meet deadlines
• Experience in coaching and mentoring customer service representatives