Interpret, build upon, and comply with the company’s quality assurance standards.
Document quality assurance activities with internal reporting and audits.
Evaluate inbound and outbound agent interactions in compliance with organizational standards.
Facilitate targeted coaching sessions and provide training to team members.
Maintain precise audit and coaching logs, identifying "red flag" behaviors and non-compliant trends.
Facilitate and contribute to call calibration sessions.
Participate in leadership meetings to relay agent performance feedback and execute quality management strategies.
Identify bottlenecks, analyze performance data, and communicate actionable trends.
Execute additional strategic tasks assigned by the Call QA Team Lead to support evolving business needs.

2–3 total years of Quality Analysis experience, with at least 1 year specialized in Sales within a voice-centric environment.
Minimum of 1 year of experience as an independent contractor with a reliable home office setup.
Advanced skills in research and analysis; ability to move beyond binary pass/fail outcomes to identify root causes.
Exceptional attention to detail and a high-resolution approach to auditing complex interactions.
Decisive verbal and written communication skills, with the ability to deliver feedback that is authoritative yet consultative.
Proven ability to submit high-quality deliverables within aggressive timelines while consistently exceeding KPIs.
Ability to operate with minimal supervision, with high levels of self-motivation and independent problem-solving.
Prior experience in a formal training, floorwalking, or nesting environment.
Advanced proficiency in Microsoft Office and Salesforce CRM logic.

Call Quality Analyst

Key skills