Quality Assurance Analyst

The role

The Quality Assurance Analyst ensures quality and compliance guidelines are achieved on all calls taken from each agent. The role involves coaching agents and maintaining relationships with supervisors and team leads to provide necessary development.

What you will do

• Monitor and evaluate agent calls daily.
• Meet departmental and or provider evaluation goals.
• Communicate with Quality team members regarding strategies, processes and procedures.
• Coach and develop agents on calls monitored.
• Track and document calls monitored, evaluation scores and trends on a daily basis.
• Utilize company software to locate calls and listen to call recordings.
• Attend trainings, meetings or calibrations.
• Report daily production, scores, trends and other activities.
• Establish healthy relationships with account managers, supervisors, team leads and agents.
• Complete audit requests and quality related projects.

Required qualifications

• Previous experience in Quality Assurance and contact center experience mandatory
• Excellent written and verbal communication skills
• Naturally curious and passionate with an entrepreneurial spirit
• Customer centric attitude
• Collaborative mindset
• Ability to work in fast pace environment
• Desire to meet and exceed measurable performance goals
• Highly self-driven sense of motivation
• Strong time management and organizational skills
• Tech savvy (intermediate computer skills)
• Bachelor’s degree or established QA experience required

Nice to have

• Reporting skills
• Presentation skills – Ability to speak to groups
• Excel – higher skills desired
• PowerPoint – Intermediate skills desired
• Speech Analytics Software knowledge

Before you apply

• Interviews will take place after resumes have been screened for the minimum requirements.
• The use of AI tools to generate responses during live interviews, technical assessments, or written submissions is not permitted.

About the company

Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for leading brands. The company is headquartered in Silicon Beach.