Call Center Quality Assurance Analyst

Remote: 100% Remote (U.S.-based; no onsite attendance required).

Employment Type: 6-month Contract (W-2) — possibility to extend.

Compensation: Up to $32/hour (commensurate with experience).

Benefits: Medical, LTD/STD, HSA/FSA, term life, supplemental health insurance options, and 401(k) available for W-2 employees (including family coverage if needed).

This contract opportunity focuses on evaluating customer service interactions to ensure consistent service quality, compliance with established standards, and an excellent customer experience. The Call Center Quality Assurance Analyst reviews inbound and outbound phone calls and chat transcripts, identifies performance gaps, and collaborates with leadership and training teams to improve contact center operations.

The ideal candidate has hands-on experience evaluating call center interactions, applying quality assurance scorecards, identifying coaching opportunities, and analyzing quality trends. This is a customer service quality assurance position, not a software testing or technical QA role.

Responsibilities:

• Conduct quality assurance evaluations of inbound and outbound customer service calls and chat transcripts to assess performance against established quality standards.

• Review customer interactions for accuracy, professionalism, compliance, and adherence to company policies and procedures.

• Apply established quality assurance standards and scoring criteria to consistently evaluate contact center representative performance.

• Document evaluation findings, identify service deficiencies, and provide actionable feedback to support performance improvement.

• Analyze quality assurance data to identify recurring issues, performance trends, compliance concerns, and opportunities to improve customer experience.

• Participate in monthly quality calibration meetings with leadership to ensure consistent interpretation and application of evaluation standards.

• Collaborate with supervisors, training teams, and compliance personnel to identify employee training needs and recommend targeted improvements.

• Investigate customer complaints, service quality concerns, and potential non-compliance issues.

• Support internal quality audits by documenting findings, maintaining accurate records, and participating in corrective action efforts.

• Assist in evaluating and improving quality assurance standards, procedures, and performance expectations.

• Contribute to department initiatives focused on service consistency, operational efficiency, regulatory compliance, and customer satisfaction.

Required Skills:

• 2–4 years of experience in call center quality assurance, call quality monitoring, or a closely related contact center quality role.

• Previous experience working in a call center or contact center environment.

• Hands-on experience reviewing, evaluating, and scoring customer service phone calls against established quality standards.

• Understanding of call center quality assurance processes, performance metrics, and customer service expectations.

• Ability to identify coaching opportunities, service deficiencies, and compliance concerns through customer interaction evaluations.

• Experience documenting quality assurance findings and providing clear, constructive feedback.

• Ability to analyze quality data, recognize trends, and communicate findings to supervisors or management.

• Experience applying quality standards consistently and participating in quality calibration or performance improvement activities.

• Intermediate computer proficiency, including Microsoft Office applications.

• Strong attention to detail, analytical skills, and organizational abilities.

• Effective written and verbal communication skills, with the ability to collaborate with leadership, compliance, and training teams.

• High school diploma or equivalent.

Preferred Skills:

• Experience using NICE CXone or similar contact center quality monitoring and evaluation software.

• Experience evaluating both recorded phone calls and customer service chat transcripts.

• Familiarity with formal quality assurance scorecards, call evaluation criteria, and calibration processes.

• Experience identifying training needs and supporting coaching or performance improvement initiatives.

• Experience investigating customer complaints or quality-related compliance issues.

• Experience supporting internal quality audits or developing improvements to quality assurance procedures.

• Experience analyzing contact center quality metrics and preparing reports or recommendations for leadership.

• Experience working in a regulated industry, such as healthcare, where adherence to compliance and customer service standards is important.

• Associate's or bachelor's degree.