Quality Assurance Analyst - Customer Service
About The Position
The Quality Assurance Analyst is responsible for evaluating and enhancing the performance of customer service representatives through consistent monitoring, coaching, and feedback. This role ensures adherence to quality standards, identifies training opportunities, and supports continuous improvement in service delivery. The analyst collaborates closely with leadership to align quality initiatives with organizational goals, conducts calibration sessions, and may assist with customer calls to maintain firsthand knowledge of frontline operations. Additionally, the analyst contributes to the development of quality assurance tools, documentation, and performance metrics to drive service excellence and support employee development. Plans, coordinates, develops and conducts quality assurance to support division performance standards and service delivery. Serves as an advanced knowledge resource and may also handle escalated calls as needed.
Requirements
- Call Center Experience with 2-5 years in a QA or supervisory role
- Strong analytical and communication skills, with the ability to interpret data and deliver clear feedback
- Familiarity with QA tools
- Ability to work independently and collaboratively
- Enthusiastic, positive, and flexible team player
- Proficiency with Microsoft Office, including Excel and Word
- Advanced customer service, leadership, interpersonal, and communication skills, both verbal and written
Nice To Haves
- Prior experience in financial services, particularly in retirement planning
- Experience in Quality Assurance within a call center environment is strongly preferred
- Bachelor's degree in Business Administration or related field
Responsibilities
- Review inbound and outbound calls and emails to ensure compliance with quality standards and customer service protocols
- Utilize established QA scorecards to evaluate agent performance and deliver constructive, timely feedback
- Participate in or lead calibration meetings with leadership and training to align evaluation criteria
- Analyze call trends and performance gaps to recommend targeted coaching or training initiatives
- Maintain detailed records of evaluations, feedback, and progress to support performance tracking
- Work closely with leadership to implement quality improvement strategies
- Ensure calls meet company standards
- Help agents improve communication, empathy, and problem-solving through personalized coaching
- May lead, participate in, or be assigned to other projects or functions to meet business needs, including taking inbound calls when needed due to queue volumes
- Participates in training and educational opportunities for ongoing professional development
- Maintains regular and prompt attendance in the workplace
- Periodic travel by vehicle to both the Denver and Westminster call center locations
Benefits
- health, dental and vision coverage - eligibility starts the first day of the month following the date of hire for most plans
- generous paid time off and volunteer hours
- pension and retirement plans, including PERA's defined benefit plan, 457 defined contribution plan, and 401(k) employer match, as applicable
- tuition assistance
- free, convenient on-site parking or RTD subsidy
- free on-site fitness center to stay active
- employee assistance program
- training, leadership and mentoring programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Funds, Trusts, and Other Financial Vehicles
Number of Employees
251-500 employees
