We are looking for a Call Quality Assurance Analyst with experience evaluating customer service calls and chat interactions within a contact center environment. The candidate will monitor recorded inbound/outbound calls, assess agent performance, ensure compliance with quality standards, and identify opportunities for improvement.
Audit and evaluate inbound/outbound customer service calls and chat transcripts.
Assess agent performance, communication, accuracy, and compliance with company standards.
Maintain QA scorecards and document audit findings.
Analyze QA results, identify performance trends, and recommend training improvements.
Investigate customer complaints and quality issues.
Participate in quality calibration meetings and collaborate with leadership and training teams.
2–4 years of Call Quality Assurance experience in a call center/contact center environment.
Hands-on experience with call monitoring, quality audits, and QA scorecards.
Knowledge of compliance monitoring and customer experience standards.
Experience with NICE CXone or similar platforms (Five9, Verint, Genesys, etc.).
Proficiency in Microsoft Office, particularly Exceld.
Important: This is a non-technical QA role focused on evaluating customer service calls and agent interactions. Software testing, manual testing, and automation QA experience alone will not be considered relevant.
