Contact Center QA Analyst

Job Summary

A company is looking for a Contact Center QA Analyst to drive operational excellence within the Customer Service/Contact Center.

Key Responsibilities

• Review calls, emails, chats, and social media interactions to maintain quality standards
• Direct quality initiatives and develop new models for adherence to quality assurance policies
• Conduct evaluations and provide constructive feedback to enhance agent performance

Required Qualifications

• High school diploma or equivalent; Bachelor's degree preferred
• 3+ years of experience with Call Center Operations involving various interaction types
• 1+ years of experience as a Quality Assurance Analyst
• Must type at least 55 WPM
• Basic computer skills, including Google Workspace and/or Microsoft Office Suite