About The Position
The QA Call Center Analyst serves as a call center support analyst responsible for monitoring, evaluating, and analyzing interactions within the Benefit Support Call Center (BSC). This role plays a key part in driving performance improvement through call monitoring, KPI monitoring, data aggregation, and production analysis. Working within the Quality Assurance Team, this individual ensures high-quality customer interactions while leveraging AI data insights to identify trends, improve outcomes, and support operational excellence. This is a Seasonal Contract Role through 12/11/2026.
Requirements
- Experience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environment
- High School Diploma or equivalent required
- Experience working in a remote or work-from-home environment
- Advanced technical proficiency with Excel and Microsoft Applications
- Fluent in English with strong written and verbal communication skills
Nice To Haves
- Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred
- Associate Degree or Business Certificate preferred
- Bilingual Spanish fluency highly preferred
- Strong analytical mindset with the ability to interpret data and translate insights into action
- High attention to detail with a focus on quality and accuracy
- Ability to manage multiple systems, tools, and priorities simultaneously
- Solid understanding of call center operations and performance drivers
- Self-motivated with the ability to work independently in a fast-paced environment
- Excellent listening, interpersonal, and problem-solving skills
- Professional, confident, and positive demeanor
- Strong accountability and ownership of individual performance and responsibilities
Responsibilities
- Monitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectations
- Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvement
- Aggregate and interpret AI performance data related to call quality and production to support reporting and training efforts
- Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems
- Monitor participation and engagement in trainings, internal chats, and Agent activities
- Track adherence to attendance policies and scheduled appointments
- Maintain a strong sense of urgency in meeting deadlines, with proactive and clear communication
Benefits
- Company-provided equipment: computer, monitors, keyboard, headset
- Full-time remote (work-from-home) opportunity
- Personalized coaching, training, and development programs
- Recognition and rewards for strong performance
- Opportunities for career growth and internal advancement
- A collaborative, inclusive culture of motivated professionals and leaders
- health, wellbeing, retirement, and other financial benefits
- paid time off
- overtime pay for non-exempt employees
- robust learning and development programs
- reimbursement of job-related expenses per the company policy
- employee perks and discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
