Quality Assurance Call Center Hybrid

We are seeking a detail-oriented Quality Analyst to join our call center team. In this role, you will monitor and evaluate customer interactions to ensure compliance with quality standards, identify performance trends, and provide constructive feedback to improve agent performance and the overall customer experience. You will work closely with Operations and Training teams to support continuous improvement initiatives and help maintain high service quality.

Key Responsibilities
Monitor and evaluate customer interactions using QA scorecards.
Conduct end-to-end quality assurance evaluations.
Provide coaching and actionable feedback to agents and supervisors.
Identify performance trends and recommend process improvements.
Ensure compliance with company policies and client requirements.
Prepare quality reports and communicate findings to leadership.
Support calibration sessions to ensure scoring consistency.