Call Center Quality Analyst - Remote

Role overview

Improve the consistency and effectiveness of customer support across phone, chat, and email channels. This quality analyst role evaluates representative interactions, identifies patterns affecting customer satisfaction and operational performance, and turns evidence into coaching, training, process, and technology recommendations. The position combines detailed interaction review with reporting, stakeholder collaboration, and continuous improvement in a fast-moving service operation.

Responsibilities

- Help establish and maintain customer-service quality standards, evaluation criteria, policies, and procedures. - Review calls, chats, and emails; score interactions against defined expectations and document findings accurately and consistently. - Analyze recurring issues, performance trends, and service risks that may affect customer satisfaction or operational efficiency. - Partner with managers, supervisors, trainers, and other stakeholders to design improvement plans and track corrective actions for representatives. - Maintain records of quality assessments and training activity, and use structured coaching methods in individual and group sessions. - Collaborate with other quality professionals to develop and maintain standard operating procedures for quality assurance work. - Use quality reports, observations, and trend analysis to produce data-driven recommendations for operational, training, and business initiatives. - Support effective use of agent-assistance tools, AI-based quality tools, data-collection practices, and related technologies.

Requirements

- Bachelor’s degree in business, communications, or a related field, or equivalent professional experience. - At least three years in customer-service quality assurance, customer-support training, or a comparable role in a fast-paced environment. - Experience in a call-center or customer-support operation is preferred. - Strong analytical, problem-solving, communication, presentation, and documentation skills. - Proficiency with Microsoft Office and quality-monitoring or interaction-review tools. - Ability to manage several projects, meet deadlines, maintain accurate records, and communicate findings to varied audiences.

Nice to have

- Demonstrated attention to detail, coaching and mentoring ability, customer focus, adaptability, and commitment to continuous learning.