Quality Analyst

About the role

The Quality Analyst ensures that inbound and outbound call interactions meet the company’s quality standards. By reviewing recordings and providing actionable feedback, the analyst helps improve customer satisfaction and lead conversion.

Key responsibilities

• Analyze and audit inbound and outbound call recordings to generate trend data and feedback for team leaders and senior management.
• Listen to recordings and propose solutions to operational managers to maximize lead conversion and customer satisfaction.
• Verify that call‑center agents follow predefined quality‑assurance standards and standard operating procedures.
• Collaborate with supervisors to share performance issues and produce regular reports on overall quality trends.
• Identify additional opportunities for quality improvement across the team.
• Develop training materials and process documentation as needed.
• Perform other duties as assigned.

Required profile

• Minimum of 1 year of experience working in a call‑center environment.
• High school diploma, GED, trade/vocational certificate, or equivalent.
• Physical ability to occasionally exert up to 10 lb, maintain visual acuity for data analysis, and sit for extended periods.
• Consistent attendance is essential.

Required skills

What we offer

• Opportunity to influence call‑center performance and customer experience.
• Collaborative environment with regular interaction with supervisors and senior management.