Quality Analyst - Call Center - #96133

Posted Date: 06/16/2026

Job Summary:

Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs.

Responsibilities:

• Analyzes and audits call recordings (both inbound and outbound) to provide trend data and feedback to call center team leaders and senior management.
• Listens to call recordings and provides insight and solutions to operational management to maximize lead conversion and customer satisfaction.
• Ensures the call center agents adhere to pre-determined quality assurance standards and the business’s standard operating procedures.
• Collaborates with supervisors to share call quality performance issues and provides regular reports on overall performance and trends.
• Identifies and supports other opportunities for qualit...