Monitor and evaluate inbound and outbound calls, chats, and/or emails for quality assurance purposes.
Assess agent performance against established QA scorecards, focusing on soft skills, compliance adherence, and sales effectiveness.
Document and report QA findings clearly and consistently, identifying performance trends and opportunities for improvement.
Collaborate with supervisors to deliver performance feedback to agents and support coaching efforts.
Assist in calibration sessions to ensure scoring consistency across the QA team and frontline managers.
Maintain compliance with financial regulations, internal policies, and industry standards (e.g., TCPA, HIPAA, state-specific disclosures).
Support QA reporting, compiling and analyzing data to inform leadership on trends, risks, and training needs.
Provide input on QA scorecard updates and contribute to continuous process improvement efforts.

1
3 years of experience in a call center, preferably in a sales or customer service role
Strong attention to detail with excellent listening, communication, and documentation skills
Understanding of contact center dynamics and sales techniques
Ability to handle confidential information and maintain professionalism in feedback delivery
Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
Preferred: Previous quality assurance or auditing experience in a contact center environment
Experience in the financial services, insurance, or banking industry
Familiarity with QA tools such as NICE, Calabrio, Verint, or similar as well as AI tools such as Cresta AI, etc.
Knowledge of regulatory compliance requirements in a sales environment.

QA Analyst

Key skills