Call Quality Assurance Analyst

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.