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Call Quality Assurance Analyst

iSpace, IncUnited States🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationUnited States
Microsoft OfficeCall CenterComplianceFive9Genesys

Job description

Job Description

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.

Responsibilities

  • 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.

Required Skills

    • 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.

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