Call Center Quality Assurance Analyst

eClerx • Fayetteville, NC

13h • Onsite

About The Position

The Call Center Quality Assurance Analyst is responsible for monitoring and evaluating customer service interactions to ensure compliance with company standards, policies, and customer experience expectations. This role listens to recorded and live customer calls, assesses agent performance, identifies coaching opportunities, and helps improve overall service quality and customer satisfaction.

Requirements

• Previous experience in a call center, customer service, or quality assurance role.
• High school diploma or equivalent required.
• Strong listening and analytical skills.
• Excellent verbal and written communication skills.
• Ability to provide constructive feedback in a professional manner.
• Proficiency with call center software, CRM systems, and Microsoft Office applications.
• Ability to maintain confidentiality and handle sensitive information.

Nice To Haves

• Financial or banking experience preferred.
• associate or bachelor's degree preferred.

Responsibilities

• Listen to and evaluate customer service calls using established quality standards and scorecards.
• Monitor agent interactions for professionalism, accuracy, compliance, and adherence to company procedures.
• Identify strengths and areas for improvement in employee performance.
• Provide detailed feedback and coaching recommendations to supervisors and agents.
• Document quality monitoring results and maintain accurate records.
• Track quality trends and identify recurring service issues or training needs.
• Prepare quality assurance reports and performance summaries for management.
• Work closely with training and operations teams to improve customer service effectiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED