About the Job:
LeadAdvisors.com is looking for a QA Analyst to monitor and evaluate customer interactions, ensuring adherence to quality standards in our call center operations. The ideal candidate will have a keen eye for detail, strong analytical skills, and the ability to provide actionable feedback to improve agent performance and customer satisfaction. If you have experience in quality assurance, compliance monitoring, and process improvement, this role is for you!
Preferred Skills & Qualifications:
- 2+ years of experience in a call center QA role or similar.
- Strong understanding of quality assurance frameworks, compliance, and call monitoring processes.
- Experience with QA software, CRM tools, and call monitoring systems.
- Ability to analyze call metrics, customer interactions, and agent performance trends.
- Excellent reporting and feedback delivery skills.
- Strong attention to detail, problem-solving, and coaching abilities.
- Familiarity with training support and process improvement methodologies.
RESPONSIBILITIES
- Monitor and evaluate inbound and outbound calls for quality assurance.
- Assess agent performance based on accuracy, compliance, and communication skills.
- Prepare detailed quality reports and provide feedback to agents and leadership teams.
- Collaborate with the training team to develop improvement programs based on QA findings.
- Ensure compliance with company policies, industry regulations, and client standards.
- Identify trends, training needs, and process improvements to enhance call center efficiency.
- Maintain quality assurance documentation for audits and internal assessments.
- Work closely with operations managers and team leaders to align QA objectives with business goals.
