Quality Assurance Specialist

Quality Assurance Analyst (Call Center)As a Quality Assurance Analyst, you play a key role in ensuring exceptional customer experience by monitoring interactions, maintaining quality standards, and driving continuous improvement across the contact center.

Key Responsibilities

• Monitor customer interactions to ensure client and customer expectations are consistently met.
• Conduct daily internal quality audits in line with company quotas and standards
• Identify and escalate any suspicious or malicious behavior observed during monitoring
• Evaluate agent performance and adherence to quality policies, procedures, and compliance standards
• Deliver structured coaching and feedback sessions using internal QA frameworks
• Complete required observations and coaching per agent, aligned with client requirements and internal targets
• Provide actionable feedback and development plans through effective interpersonal communication
• Collect and analyze top call drivers to identify trends and improvement opportunities
• Develop and maintain reports (Excel-based) highlighting key insights, performance gaps, and recurring issues
• Participate in internal and external calibration sessions to ensure scoring consistency
• Monitor for inappropriate behaviors and trigger real-time alerts, ensuring immediate corrective action
• Collaborate closely with the ATAC Supervisor to share insights and contribute to strategic action plans that improve quality metric
• Deliver timely and constructive feedback to support agent development and performance improvement.

Qualifications

• Minimum 2 years of experience in a call center environment as a QA Analyst.
• Strong analytical, communication, and coaching skills
• Proficiency in Microsoft Excel for reporting and data analysis
• Ability to identify trends and drive performance improvement initiatives