Call Center Quality Analyst - Remote
Core
Drive data-informed quality strategies to ensure consistent, high-quality customer interactions across voice, chat, and email channels by evaluating performance and identifying skill gaps.
Role type
Senior IC Customer Service Quality Analyst
Builds
Quality insights, coaching strategies, and operational improvements for Customer Service Representatives
Domain
Professional education / Customer Service
Deliverable
dashboards & analysis
Required skills
Quality monitoring, trend analysis, performance evaluation, coaching methodology, data-driven reporting, MS Office proficiency
Preferred skills
Call center experience, training role experience, agent assist tools knowledge
Responsibilities
Review and score customer interactions (calls, chats, emails) against quality standards; Identify trends and recurring issues impacting customer satisfaction; Collaborate with stakeholders to create strategies for improving service quality; Implement coaching sessions for Customer Service Representatives; Translate quality findings into data-driven recommendations for business initiatives.
Seniority
Mid-level, hands-on IC
