Remote Quality Assurance Analyst

Job Summary

Monitoring call center performance quality, the full-time Remote Quality Assurance Analyst will assess calls, chats, and emails to ensure compliance with company standards while developing and implementing quality processes to enhance customer service excellence.

Key responsibilities

• Design call monitoring formats and quality standards while tracking performance data
• Perform call monitoring and provide trend data to management for quality improvement
• Assist in coaching call center agents and facilitate calibration sessions for consistent scoring

Required qualifications

• 2-3 years of call center experience with at least 1 year in quality assurance
• Bachelor's degree preferred
• Strong understanding of contact center operations and customer experience
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Bi-lingual in Spanish is a plus