Call Center Quality Analyst

Our client is seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance.

• Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards.
• Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements.
• Identify trends, gaps, and opportunities for training and process enhancements.
• Collaborate with training and operations teams to ensure consistent QA standards.
• Maintain detailed documentation and reporting related to QA activities and metrics.
• Ensure compliance with company policies and industry regulations.

• Proven experience in a call center QA role, specializing in call monitoring and scoring.
• Strong analytical skills and high attention to detail.
• Effective written and verbal communication skills.
• Ability to provide constructive, actionable feedback.
• Experience in the utilities industry or other regulated industry is a strong plus.
• Proficiency in QA tools and Microsoft Office Suite.

• Competitive pay up to $91K annually
• Hybrid schedule - work remotely on Mondays and Fridays
• Health insurance and paid time off available
• Opportunity to contribute to high-quality service delivery in a regulated environment