Contact Center Quality Analyst

Responsibilities Monitor and evaluate customer calls, written inquiries, and chat interactions using established quality standards and approved evaluation forms. Complete accurate quality reviews by documenting scoring decisions, required comments, supporting references, flags, remarks, and submission steps. Provide timely coaching to associates, including reinforcing expectations, explaining scoring decisions, and addressing performance gaps below established thresholds. Conduct recurring one-on-one coaching sessions with assigned associates to review results, discuss trends, answer questions, and support performance improvement. Partner with frontline leaders to review team quality scores, recurring trends, repeated opportunities, and recommended coaching or remediation actions. Participate in calibration sessions with quality peers and managers to promote consistent scoring, shared interpretation of standards, and alignment on evaluation expectations. Analyze quality results to identify trends, process gaps, and development opportunities that support coaching, training, and operational improvement. Maintain documentation, assignments, and supporting records in approved systems and shared repositories to ensure monitoring accuracy and reporting integrity. Requirements 3+ years of experience in quality assurance, call monitoring, customer service, contact center operations, or a related operational support environment. 3+ years of experience evaluating customer interactions for compliance, documentation accuracy, call handling, resolution quality, and customer experience standards. Experience using quality monitoring and reporting tools such as Verint, Power BI, SharePoint, Microsoft Office, or similar systems used for evaluation, documentation, and trend analysis. Ability to provide measurable coaching and performance feedback based on quality results, documented observations, and established standards. Ability to review voice and written interactions objectively and consistently against defined criteria, including authentication, disclosure, complaint handling, retention, and documentation requirements. Bachelor’s degree in business, communications, operations, or a related field, or equivalent combination of education, related experience and/or military experience. Experience that would be great to have: Experience supporting merchant services, small business (SMB), or customer care operations. Experience using Client360, Inquiry Point, Smart Guide, Rapport, or similar internal service and research tools. Spanish bilingual skills. Experience supporting quality calibrations, dispute workflows, or score clarification processes. Hard Skills Quality assurance Call monitoring Customer service Compliance evaluation Documentation accuracy Call handling Resolution quality Performance feedback Trend analysis Coaching Soft Skills Coaching Communication Analytical skills Objectivity Performance improvement Team collaboration Problem-solving Attention to detail Interpersonal skills Adaptability #J-18808-Ljbffr Jobtailor