Contact Center Quality Analyst

Role Overview

• Monitor and evaluate customer calls, written inquiries, and chat interactions using established quality standards and approved evaluation forms
• Complete accurate quality reviews by documenting scoring decisions, required comments, supporting references, flags, remarks, and submission steps
• Provide timely coaching to associates, including reinforcing expectations, explaining scoring decisions, and addressing performance gaps below established thresholds
• Conduct recurring one-on-one coaching sessions with assigned associates to review results, discuss trends, answer questions, and support performance improvement
• Partner with frontline leaders to review team quality scores, recurring trends, repeated opportunities, and recommended coaching or remediation actions
• Participate in calibration sessions with quality peers and managers to promote consistent scoring, shared interpretation of standards, and alignment on evaluation expectations
• Analyze quality results to identify trends, process gaps, and development opportunities that support coaching, training, and operational improvement
• Maintain documentation, assignments, and supporting records in approved systems and shared repositories to ensure monitoring accuracy and reporting integrity

Requirements

• 3+ years of experience in quality assurance, call monitoring, customer service, contact center operations, or a related operational support environment
• 3+ years of experience evaluating customer interactions for compliance, documentation accuracy, call handling, resolution quality, and customer experience standards
• Experience using quality monitoring and reporting tools such as Verint, Power BI, SharePoint, Microsoft Office, or similar systems used for evaluation, documentation, and trend analysis
• Ability to provide measurable coaching and performance feedback based on quality results, documented observations, and established standards
• Ability to review voice and written interactions objectively and consistently against defined criteria, including authentication, disclosure, complaint handling, retention, and documentation requirements
• Bachelor's degree in business, communications, operations, or a related field, or equivalent combination of education, related experience and/or military experience.
• Experience that would be great to have:
• Experience supporting merchant services, small business (SMB), or customer care operations
• Experience using Client360, Inquiry Point, Smart Guide, Rapport, or similar internal service and research tools
• Spanish bilingual skills
• Experience supporting quality calibrations, dispute workflows, or score clarification processes

Benefits

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Medical, dental, vision, life, and disability insurance options available from day one.
• Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental and military leave.