Quality Assurance Analyst

Who you are

You are a detail-oriented individual with a keen eye for quality and compliance. As a Quality Assurance Analyst, you understand the importance of maintaining high standards in customer interactions. You possess strong communication skills that allow you to effectively collaborate with agents, supervisors, and team leads. You are committed to fostering a professional and respectful environment that encourages development and coaching for agents. Your analytical mindset enables you to track and document evaluation scores and trends effectively.

What you'll do

In this role, you will monitor and evaluate agent calls daily to ensure compliance with quality guidelines. You will meet departmental evaluation goals and communicate effectively with the Quality team regarding strategies and processes. Your responsibilities will include coaching and developing agents based on the calls you monitor, ensuring they receive the necessary feedback for improvement. You will also track and document calls monitored, evaluation scores, and trends on a daily basis, contributing to the overall performance of the team.

What we offer

Centerfield offers a dynamic work environment where you can grow your skills and contribute to a leading digital marketing company. You will be part of a team that values quality and compliance, and you will have the opportunity to make a significant impact on the development of agents. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.