Call Center Quality Assurance Analyst

Role Overview

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards.
• Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance.
• Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing.
• Conduct audits of call center interactions to uncover coaching and development opportunities.
• Deliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherence.
• Ensure scorecards reflect current business priorities and provide feedback agents can immediately apply.
• Ensure compliance with company and client standards and partner with leadership to address gaps.
• Participate in calibration sessions to ensure consistency and alignment in quality evaluation across the team.
• Collaborate with operations and training to develop and implement QA strategies and recommend process improvements.
• Generate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisions.
• Conduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of Aspira.
• Evaluate interactions across all channels — calls, SMS, email cases, and agent-related issues — to continuously evolve how the team delivers service.
• Achieve individual KPIs and support department goals and objectives.
• Maintain current knowledge of company and client policies; complete all assigned training in a timely manner.
• Model Aspira's culture through teamwork, collaboration, transparent communication, and accountability.
• Support the department with additional duties as needed; maintain flexibility around scheduling when required.

Requirements

• 3 – 5 years’ call center customer service experience in an inbound and outbound call center with front line service to clients.
• 2 – 4 years’ experience within a Quality Assurance call center position evaluating and supporting call quality standards.
• Detail-oriented with a strong ability to spot inconsistencies, errors, and performance gaps across agent interactions.
• Analytical mindset with the ability to interpret data, identify trends, and translate findings into actionable recommendations.
• Skilled at delivering clear, diplomatic feedback and coaching in a way that supports continuous improvement.
• Strong problem-solving ability with a focus on root-cause analysis and sustainable solutions.
• Adaptable and calm under pressure; professional and composed in all interactions.
• Demonstrates a genuine willingness to answer questions, solve problems, and support team members.

Benefits

• N/A