QA Analyst
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Job Description
Associate QA Analyst evaluating customer interactions within the sales contact center. Ensuring quality standards, regulatory guidelines, and sales effectiveness.
Responsibilities:
- Monitor and evaluate inbound and outbound calls, chats, and/or emails for quality assurance purposes.
- Assess agent performance against established QA scorecards, focusing on soft skills, compliance adherence, and sales effectiveness.
- Document and report QA findings clearly and consistently, identifying performance trends and opportunities for improvement.
- Collaborate with supervisors to deliver performance feedback to agents and support coaching efforts.
- Assist in calibration sessions to ensure scoring consistency across the QA team and frontline managers.
- Maintain compliance with financial regulations, internal policies, and industry standards (e.g., TCPA, HIPAA, state-specific disclosures).
- Support QA reporting, compiling and analyzing data to inform leadership on trends, risks, and training needs.
- Provide input on QA scorecard updates and contribute to continuous process improvement efforts.
Requirements:
- 1 - 3 years of experience in a call center, preferably in a sales or customer service role
- Strong attention to detail with excellent listening, communication, and documentation skills
- Understanding of contact center dynamics and sales techniques
- Ability to handle confidential information and maintain professionalism in feedback delivery
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
- Preferred: Previous quality assurance or auditing experience in a contact center environment
- Experience in the financial services, insurance, or banking industry
- Familiarity with QA tools such as NICE, Calabrio, Verint, or similar as well as AI tools such as Cresta AI, etc.
- Knowledge of regulatory compliance requirements in a sales environment.
Benefits:
- Flexible working arrangements
- Collaborative team environment
- Continuous learning and development opportunities
- Health insurance options
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