Call Quality Analyst
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Job Description
Quality Analyst ensuring high standards in call evaluations at Expertise.com. Supporting performance feedback and quality management strategies within a remote work setting.
Responsibilities:
- Interpret, build upon, and comply with the company’s quality assurance standards.
- Document quality assurance activities with internal reporting and audits.
- Evaluate inbound and outbound agent interactions in compliance with organizational standards.
- Facilitate targeted coaching sessions and provide training to team members.
- Maintain precise audit and coaching logs, identifying "red flag" behaviors and non-compliant trends.
- Facilitate and contribute to call calibration sessions.
- Participate in leadership meetings to relay agent performance feedback and execute quality management strategies.
- Identify bottlenecks, analyze performance data, and communicate actionable trends.
- Execute additional strategic tasks assigned by the Call QA Team Lead to support evolving business needs.
Requirements:
- 2–3 total years of Quality Analysis experience, with at least 1 year specialized in Sales within a voice-centric environment.
- Minimum of 1 year of experience as an independent contractor with a reliable home office setup.
- Advanced skills in research and analysis; ability to move beyond binary pass/fail outcomes to identify root causes.
- Exceptional attention to detail and a high-resolution approach to auditing complex interactions.
- Decisive verbal and written communication skills, with the ability to deliver feedback that is authoritative yet consultative.
- Proven ability to submit high-quality deliverables within aggressive timelines while consistently exceeding KPIs.
- Ability to operate with minimal supervision, with high levels of self-motivation and independent problem-solving.
- Prior experience in a formal training, floorwalking, or nesting environment.
- Advanced proficiency in Microsoft Office and Salesforce CRM logic.
Benefits:
- Flexible work arrangements
- Professional development
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